Contact Center Support Specialist

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing.  By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:

Technical Support Manager

 

Position Mission
Are you passionate about customer service and enjoy working in a global, dynamic, and solution-oriented environment?
ABB is looking for a Contact Center Support Specialist to join the Robotics division, acting as the first point of contact for customers and helping make ABB an increasingly easy and trusted company to do business with.

In this role, you will be responsible for supporting internal and external customers on topics such as initial technical assistance, order and payment inquiries, forwarding supplier offers, and directing requests to the appropriate teams, always ensuring end-to-end case management in collaboration with the relevant stakeholders.

Responsibilities

• Act as the first point of contact for customers, providing support with agility, quality, and a solution-oriented mindset.

• Recommend appropriate solutions for customer requests and coordinate with relevant internal teams to ensure end-to-end case management.

• Support topics related to production capacity, scheduling, resources, quotations, price lists, invoicing, and other customer service-related demands.

• Provide support for questions related to orders, payments, and operational flows, ensuring proper routing and follow-up through resolution.

• Conduct regular customer feedback cycles, assessing satisfaction levels and identifying continuous improvement opportunities.

• Support the maintenance of contact lists, routing tables, and information on internal and external platforms.

• Support the business in outbound activities such as marketing campaigns and customer interactions in a follow-the-sun or face-to-face model, when required.

• Contribute to improving customer experience and increasing first-contact-to-cash efficiency.

Requirements

• Bachelor’s degree in Business Administration, International Business, International Relations, or related fields.

• Experience in customer service or customer support.

• Experience in order management.

• Advanced English for global interaction.

• Availability to travel.

• Strong problem-solving skills and ability to work in a dynamic environment with multiple priorities.

• Strong organizational skills, attention to detail, and customer-focused mindset.

Nice to Have

• Experience with SAP and Salesforce.

• Advanced Spanish.

• Ability to support peer training and reinforce alignment with internal processes.

• Experience with continuous improvement in customer service processes.

What We Offer

• Opportunity to work in a global company recognized for technology, automation, and innovation.

• Remote work model, with constant interaction with international teams.

• Exposure to global processes and interfaces with different business areas.

• Strong culture of integrity, development, and continuous improvement.

About Robotics
Robotics is a global leader in automation solutions for a wide range of industries. With a robust portfolio that includes robots, control systems, and intelligent software, we deliver technologies that drive productivity, safety, and digital transformation for our customers.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.