The Job

IS Consumer Care Specialist

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Customer Support

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In short

As an IS Customer Care Specialist for India, Middle East, and Africa, you will be the primary contact for business users, delivering high-quality, customer-first service. This hybrid role focuses on ensuring reliable and responsive IT services, managing escalations, and driving service improvements through a data-driven approach. A Bachelor's degree and 5 years of experience in end-user support are preferred.

Responsibilities

  • Act as a seamless customer interface for CX towards Business and IS services stakeholders.
  • Ensure consistent delivery of high-quality support across in-person and virtual channels.
  • Monitor service queues, response times, escalations, and service-level performance.
  • Coordinate complex tickets and act as an escalation point for customers.
  • Build strong consumer relationships and increase visibility of Customer Care services.
  • Use insights from Voice of the Consumer (VoC) to drive overall experience improvement.
  • Partner with UX to improve User Experience across various CX support areas.
  • Capture feedback, needs, and new requirements, actively seeking service improvements.
  • Collaborate closely with internal delivery teams for aligned consumer experience.

Requirements

  • Minimum of 5 years’ experience in enterprise end‑user or customer support roles.
  • Strong sense of ownership, accountability, and customer focus.
  • Ability to work independently while contributing positively to a collaborative team environment.
  • Experience thriving in a fast‑paced, service‑driven organization.
  • Strong analytical, problem‑solving, and communication skills.
  • Proficient in Microsoft Office tools.
  • Fluent in English.

Desired Qualifications

  • Bachelor’s degree in Information Systems or a related field preferred.

Benefits

  • Opportunity to contribute to core IS Services in India.
  • Empowerment to lead and support for growth.
  • Opportunity to make an impact in a global company.
  • Work in a role that enables productivity through proactive service management.
#IS#Customer Care#Service Delivery#End-User Support#IT Services#OSS#Microsoft Office#Customer Experience#VoC#Business Needs#Analytics#Data-Driven
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Company

ABB

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Mid-Senior

Locations

Bangalore, India

Qualification

Bachelor

Applicants

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