Customer Support Specialist

BlackBerry Inc.; Richmond (VA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health, Life & Disability

11 paid holidays

401k Savings Plan

Job summary

ABB is seeking a customer-focused individual to provide support services by creating and processing field service cases, handling phone and email inquiries, and ensuring timely case resolution. The role emphasizes adherence to the Case Life Cycle and ISO 9001:2015 standards, with a hybrid work model to balance onsite and remote tasks.

You will engage with customers daily, manage urgent requests, and escalate issues when needed while upholding professional communication.

Qualifications

• At least a High School Diploma or GED.
• Minimum of 2 years of customer service experience in a service organization with call center exposure.
• Must have work authorization to work for ABB in the United States.

Responsibilities

• Create and process all field service cases for telephony and email per Case Life Cycle procedures.
• Deliver cases promptly to ABB customers and manage urgent requests.
• Escalate issues following current guidelines; communicate professionally via phone and email.

Skills

Customer service

Call center

Communication

Education

High School Diploma or GED

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.This position reports to:Support Services Manager__In this role, you will provide support services to the Internal and External Customers to create and manage cases as part of the case life cycle. Each day, you will engage with customers and drive efficient support services.The work model for this role is: Hybrid.Key ResponsibilitiesCreate and process all field service cases in accordance with Case Life Cycle procedures for both telephony and email case creation.Process and Deliver Cases to ABB customers in a timely manner.Manage urgent customer requests.Initiate creative solutions to meet expectations and ensure the processes are in compliant with ISO 9001:2015 requirements.Manage a changing workload and foresee processing difficulties in advance.Communicate with customers in a precise and professional manner via phone and email.Escalate support issues/requests to appropriate individual(s)/team(s) based on current guidelines.QualificationsHigh School Diploma or GED.A minimum of 2 years of customer service experience in a service organization with call center experience.Candidates must already have work authorization that would permit them to work for ABB in the US.Our Team DynamicsOur teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.What's in it for youWe want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfAs an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner. #LI-Hybrid.ABB Benefit Summary for eligible US employees[excludes ABB E-mobility, Athens union, Puerto Rico]Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn moreHealth, Life & DisabilityChoice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.Choice between two dental plan options: Core and Core Plus.Vision benefit.Company paid life insurance (2X base pay).Company paid AD&D (1X base pay).Voluntary life and AD&D – 100% employee paid up to maximums.Short Term Disability – up to 26 weeks – Company paid.Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance.Paid Parental Leave.Employee Assistance Program.Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption.Employee discount program.Retirement401k Savings Plan with Company Contributions.Employee Stock Acquisition Plan (ESAP).Time offABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.More about usABB's Service Division partners with our customers to improve the availability, reliability, predictability and sustainability of electrical products and installations. The Division’s extensive service portfolio offers product care, modernization, and advisory services to improve performance, extend equipment lifetime and deliver new levels of operational and sustainable efficiency. We help customers keep resources in use for as long as possible, extracting the maximum value from them, and then recovering and regenerating products and materials at the end of their useful life.Join us. Be part of the team where progress happens, industries transform, and your work shapes the world. Run What Runs the World.#ABBCareers#RunwithABB#RunwhatrunstheworldBuilding a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.Ready to make an impact?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.