Handling employee queries in ticketing tool in a timely and professional manner including user account management, booking and expense status, policy rules process questions.
Entering, evaluating, categorizing, and prioritizing requests, documenting and entering actions taken and decisions made. Referring tickets to other subject matter experts.
Communicating solutions to end users in a professional and timely manner.
Following up with customers on aging tickets to keep them apprised on their ticket status, notifying customers of major system issues, and providing regular status updates on these issues.
Maintaining process documentation and procedures to improve services and user assistance. Providing input on new issues or escalating problems.
Identifying and escalating complex topics support beyond the capabilities of level one support or not resolved in a time specific manner based on service guidelines.
Working in self-directed team to achieve performance goals and increase productivity and lead and/or participate in team projects when requested.
Communicating appropriately and professionally with staff members and customers.
Ensuring that Service-level Agreement (SLA) and Key Performance Indicator (KPI) are completed with the required quality and speed.
Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues, and the business.
Undergraduate degree or equivalent, preferably in a finance discipline but not required.
2-3 years’ experience in a customer service is strongly preferred.
Ability to effectively prioritize multiple tasks and priorities with frequent interruptions, occasionally in urgent situations.
Good written and verbal communication skills.
High attention to detail and problem-solving skills.
Ability to provide superior customer service and quick responses to inquiries.
More about us
Bring your very own sense of pride and purpose as you help us drive forward the Fourth Industrial Revolution – creating a sustainable future for our planet, and your career. Join ABB and harness the power of our diverse global network, as you collaborate with and learn from our world-class teams. Above all, challenge yourself every day. Let’s write the future, together.
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