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reference: 12101905000074

documentId: 12101905000074

connectionPointId: 261

Stillingstittel: Support Services Specialist

Stillingsbeskrivelse:

Service Desk is defined as ABB Norway's single point of contact for inquiries related to service and support from Customers with Service Agreement. Our Service Desk 1st level is organized within our Country Service Organization, and operates in parallel with Contact Center. Service Desk is responsible for our cross divisional Incident Management process.

We are looking to replace an existing position as Service Desk agent. In addition to perform, tasks listed below you will have the opportunity to participate in developing and building our department and services.

The ideal Service Desk Agent is customer oriented and has good understanding of both technical terms (Electrification, Telecom and/or Automation) and knowledge of ABB organization and services

Tasks:

• Commit to deliver high quality services. Provide initial point of contact for business partners (internal and external) as a team member of the Service Desk
• Timely handling of incoming inquiries via telephone, e-mails, web- and other possible channels in a professional way
• Understand the problem and the severity and log the inquiry in our tracking system.
• Enrich the inquiry with further information based on experience, previously registered incidents, link to assets in configuration database etc.
• Resolve or assign the case to the right unit.
• Monitor status of resolution process; alert or escalate as necessary until case is resolved.
• Close interaction with relevant parties such as technical account managers, 2.nd level teams, incident manager and CC agents, as well as customers.
• Support the maintenance of supporting systems for day to day operations of the Service Desk.
• Use systems available for analysis and continuous improvements of our service.
• Other tasks:
• Working time. Duties between 08:00 and 16:00
• Participate in Service Desk On-Call team (outside normal working hours)

Requirements: Preferred knowledge and skills

• Diploma in Engineering or other relevant qualification
• 2 years or more experience in customer service or contact centers
• Experience/knowledge in ABB products and systems preferred
• Excellent communication skills (spoken and written, English and Norwegian) and customer oriented attitude.
• Good interpersonal skills
• Good computer skills, good typing
• Self-going
• Responsive and proactive behavior; demonstrate responsibility and ownership of customer issues resolution.

We can offer:

• Excellent way to expand your network and knowledge about products and services within ABB Norway
• Possibility to influence on your own responsibilities. Other tasks may be discussed and agreed depending on the competence and interests of the selected candidate
• Possibility to influence and develop the role and the Service Desk function
• Plans and courses for technical development or career development within ABB
• Being part of a dedicated team working with customer oriented activities
• Opportunity to contribute in a global service initiative
• An informal work environment

Job Specifications:

The application deadline for this position is ASAP. We will consider applicants consecutively.

Workplace: Bergen

Start: Asap

Duration: 31.12.19

As an employee at Techconsult, we can offer you the following:

• Competitive salary
• Professional development and flexibility by working in projects with the major companies within oil, gas and land based industry
• A close follow-up of each employee
• Insurance benefits
• Social activities
• Physical development and training support

Techconsult puts great emphasis on being close to its employees and being a professional, safe and pleasant employer, where you will clearly notice that the focus is on you. If any questions concerning the position, please contact me, Anette Bendiksen, by email: anette.bendiksen (at) techconsult.no

Se annonse

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numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C4110

abstractJV_contact_0: See jobabstractJV_description

contractTypeCodes_0: fulltime

Arbeidsgiver Navn: Techconsult AS

source: NAV