Hybrid Customer Support Specialist - Case Lifecycle Pro

BlackBerry Inc.; Richmond (VA); Hybrid; 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

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.