Business Process Support Specialist
4 weeks ago
At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.
Write the next chapter of your ABB story.
This position reports to
Global Sales Operations Manager
Your role and responsibilities
In this role, you will have the opportunity to have direct interaction with users, providing first-line support, maintaining our support request queue in Salesforce, and continuously updating our Knowledge Base. You will be pivotal part of our team, dedicated to managing and resolving support requests from our global user base.
The work model for the role is: #LI-Hybrid
This role is contributing to the Process Automation business for Measurement & Analytics division based in Bangalore or Pune India.
You will be mainly accountable for:
• Capture and provide first-line Support for user requests, ensuring timely and effective resolution.
• Queue Maintenance: Efficiently maintain and organize the Support request Queue in Salesforce, prioritizing cases based on severity and impact.
• Knowledge Base Maintenance: Regularly update the knowledge base with manuals, FAQs, and guides to empower users to resolve independently.
• Case analysis: Analyse incoming support requests to identify trends, recurring issues, and areas for improvement in the business processes.
• Expert Collaboration: Assign severe or complex cases to respective experts, acting as liaison between users and specialists.
• Follow up: Maintain communication with service requestors, providing updates and ensuring satisfactory resolution of their issues.
Qualifications for the role
- Must have 2 to 4 years of experience with strong understanding of Salesforce and SAP.
- Full time B.E/ B. Tech in Computer Science or a related field is preferred.
- Demonstrate written and verbal communication skills, with the ability to explain complex solutions in an understandable manner.
- Good understanding of how sales teams work as well as ability to think in processes and to create standard operating procedures.
- Proficiency in English is required. Additional language skills are a plus.
More about us
ABB's Measurement & Analytics division is among the world's leading manufacturers and suppliers of smart instrumentation and analyzers. With thousands of experts around the world and high-performance digital technology, ABB's team is dedicated to making measurement easy for its industrial and energy customers to let them operate more efficiently and profitably.
We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory
It has come to our attention that the name of ABB is being used for asking candidates to make payments for job opportunities (interviews, offers). Please be advised that ABB makes no such requests. All our open positions are made available on our career portal for all fitting the criteria to apply. ABB does not charge any fee whatsoever for recruitment process. Please do not make payments to any individuals / entities in connection to recruitment with ABB, even if is claimed that the money is refundable. ABB is not liable for such transactions. For current open positions you can visit our career website https://global.abb/group/en/careers and apply. Please refer to detailed recruitment fraud caution notice using the link https://global.abb/group/en/careers/how-to-apply/fraud-warning
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