End User Support Specialist

GE Vernova

1d•Remote

About The Position

The GE cloud and applications support team is seeking experienced Software Support professionals to provide Technical Support for APM and industrial applications. The Customer Support Engineer is responsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies and should have experience with supporting applications on the cloud that have services-based architectures. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.

Requirements

Bachelors degree with emphasis in Computer Science, Information Systems or a similar field.
Ability to work with clients and other groups within the company in resolving issues.
Must have the technical aptitude to learn new software product and customer handling techniques.
Applied knowledge of common service practices and customer handling techniques.
Familiar with PC hardware, software, operating systems, communications and data protocols.
US Citizens only
Experience with basic computer networking and common end user trouble shooting
Experience with Windows, Mac, iOS, Android operating systems
Experience with Microsoft Office and common collaboration tools
Ability to manage to aggressive deadlines while staying true to strategic outcomes
Ability to communicate effectively with technical and non-technical communities
Ability to understand and communicate complex business, and technical concepts clearly and accurately
Demonstrated customer focus
Demonstrated ability to deliver on-time and on-budget
Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
Excellent communication skills and the ability to interface with customers with confidence and clarity
Ability to work independently on projects and a sharp eye for detail
Highly collaborative; team-oriented individual
Positive, enthusiastic, and confident attitude

Nice To Haves

Candidates with prior experience in Asset Performance Management (Meridium) implementation and support would be given preference.

Responsibilities

Provide initial triage, with goal to handle more issues over time with familiarity/skillset
Gather complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software.
Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
Take ownership and resolve escalated product issues via telephone, email, or in-person, meeting or exceeding stated Service Level Agreement (SLA) timeframes.
Regularly execute case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system.
Clearly communicate technical responses to customers' ensuring the understanding of the steps needed to resolve issues reported to the technical support center.
Work closely with the management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.
Research existing knowledge base articles, issue tracking system, AI Tools, and product documentation for existing answers to known issues resulting in increased first contact closure rates.
Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.
Provide a positive customer experience for every customer contact.
Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures.
Consistently display an enthusiastic, positive, and professional attitude in both words and actions.
Proactively reduce future support burden through identification of improvement opportunities.
Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.
Resolve day-to-day issues related to strategy implementation.
Escalates issues that impact the client and/or strategic initiatives.
AI Prompt generation and research

Benefits

medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off