Sr End User Support Engineer

Job description

3465297
Additional Cities

Bengaluru
Career Level

Experienced
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Power Generation Oil & Gas
Function

Digital Technology
Country/Territory

India
Postal Code

560 066
Role Summary/Purpose

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 needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment.
Essential Responsibilities

In this role, you will:
1. Provide initial triage, with goal to handle more issues over time with familiarity/skillset

2. Gather complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software.

3. Take ownership and resolves escalated product issues via telephone, email, or in-person, meeting or exceeding stated Service Level Agreement (SLA) timeframes.

4. Regularly execute case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system.

5. Clearly communicate technical responses to customers' ensuring the understanding of the steps needed to resolve issues reported to the technical support center.

6. Work closely with the management for issues that require escalation. This includes detailed review of previous troubleshooting steps, workflow process, error messaging and testing.

7. Research existing knowledge base articles, issue ]tracking system, and product documentation for existing answers to known issues resulting in increased first contact closure rates.

8. Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved.

9. Provide a positive customer experience for every customer contact.

10. Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures.

11. Consistently display an enthusiastic, positive, and professional attitude in both words and actions.
Qualifications/Requirements

1. Bachelors degree with emphasis in Computer Science, Information Systems or a similar field.

2. 3-5 years of documented customer applications engineering support in a technical support environment.

3. Ability to work with clients and other groups within the company in resolving issues.

4. Must have the technical aptitude to learn new software product and customer handling techniques.

5. Applied knowledge of common service practices and customer handling techniques.

6. Familiar with PC hardware, software, operating systems, communications and data protocols.

7. Must have hands-on experience in query writing, using Splunk, AddDynamics and Flowdock.
Desired Characteristics

Business Acumen:
• Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to understand and communicate complex business, and technical issues clearly and accurately

Personal Attributes:
• Excellent written and verbal communication skills
• Ability to work independently on projects
• Sharp eye for detail
• Highly collaborative, team-oriented individual
• Positive, enthusiastic and confident attitude
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

India
Primary State/Province

Karnataka
Primary City

Bengaluru