Contact Center Support Specialist - Remote Eligible

ABB Robotics Customer Support Role

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

Your Role: Own the Challenge

In this role, you will act as the first point of contact for ABB customers, helping make ABB an easy and trusted company to do business with. Every day, you will provide internal and external customer support—including technical assistance, order and payment inquiries, forwarding supplier offers, and directing customers to the appropriate contact—while coordinating with relevant teams to ensure complete case ownership. You will also contribute to improving customer experience, increasing first-contact-to-cash efficiency, and generating new business opportunities for ABB.

The work model for the role is: Remote

Global relocation/LTA support will not be considered for this position.

This role supports the Robotics Customer Service Back End from our site in San Luis Potosí.

Key Responsibilities:

• Recommend appropriate solutions for customer requests and coordinate with relevant teams to ensure end-to-end management (e.g., production capability, scheduling, resourcing, quotes, price lists, invoicing).
• Initiate customer feedback loops at regular intervals, following established processes, assessing satisfaction levels, and identifying continuous improvement opportunities.
• Support the maintenance of contact lists, routing tables, and information on internal and external platforms.
• Assist the business with outbound activities such as marketing campaigns and support "follow-the-sun" or face-to-face customer interactions.

Qualifications:

• 1–2 years of experience in customer support.
• Experience in order management.
• Willingness to travel.
• Fluency in English + Spanish or English + Portuguese.
• Experience with SAP and Salesforce is a plus.
• Strong problem-solving skills and a proactive attitude toward continuous improvement in customer service processes; ability to manage multiple priorities in a fast-paced hybrid environment with strong attention to detail.
• Proactive and collaborative mindset; strong communication skills and a positive attitude; ability to train peers and ensure alignment with internal processes.
• Bachelor's degree in Business Administration, International Business, International Relations, or related fields.

We also offer our employees the following benefits:

• Performance Bonus
• Saving fund
• Paid parental leave
• Life insurance
• Retirement plan
• Health and dental insurance
• Wellbeing program
• Flex days
• Employee Assistance Program (PAE)
• Access to development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)