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.
Roles and Responsibilities
In this role, you will:
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, 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 Digital'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.
Education and Technical Qualifications
Bachelors degree with emphasis in Computer Science, Information Systems or a similar field.
3-5 years of documented customer applications engineering support in a technical support environment.
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.
Must have hands-on experience in query writing, using Splunk, AppDynamics and Flowdock.
Must be willing to work in US shift hours.
This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.
Relocation Assistance Provided: No