• Take pride in your interactions with our customers and develop positive working relationships both externally and internally • Provide technical and user support to our clients; follow the appropriate escalation procedures • Write SQL queries to report and analyze our client databases and to be able to debug issues as required • Write batch scripts to support our software’s background processes and to be able to debug issues as required • Assist with building new client systems utilizing our SaaS solution • Respond to client support issues via email and phone • Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions • Effective and timely communication with customers, co-workers and manager • Demonstrates strong analytical and problem-solving skills working independently and with the team • Initiative and willingness to go the extra mile for our customers and coworkers.

• Take pride in your interactions with our customers and develop positive working relationships both externally and internally • Provide technical and user support to our clients; follow the appropriate escalation procedures • Write SQL queries to report and analyze our client databases and to be able to debug issues as required • Write batch scripts to support our software’s background processes and to be able to debug issues as required • Assist with building new client systems utilizing our SaaS solution • Respond to client support issues via email and phone • Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions • Effective and timely communication with customers, co-workers and manager • Demonstrates strong analytical and problem-solving skills working independently and with the team • Initiative and willingness to go the extra mile for our customers and coworkers

• Provide timely and effective technical support to customers via Zendesk, email, phone, and remote sessions • Perform software installation and upgrade as well as replication configuration and tuning • Troubleshoot data replication issues and provide solutions to customers • Develop and maintain technical expertise in our data replication product and related technologies

Role Description 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. 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. 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. - 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. Qualifications - 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. Requirements - 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. Benefits - 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.