26 days old

End User Support Engineer

GE Energy
Bengaluru, KA 560002
Role Summary:The GE cloud and applications support team is seeking experienced Software Support professionals to provide Technical Support for APM and industrial applications. The end User Support Engineer needs to have experience with supporting applications on the cloud that have services-based architecture; 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 customers 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 displays 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.

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 GEs mission and deliver for our customers. www.ge.comAdditional Locations:India;Bengaluru;


Posted: 2020-05-05 Expires: 2020-06-04

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End User Support Engineer

GE Energy
Bengaluru, KA 560002

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