Job Description Summary

Job Description

Roles and Responsibilities

• Strive to provide excellent customer service to employees from GE Businesses
• Work hand in hand with operations in identifying & resolving issues directly with end users and vendors
• Become an expert on product service within GE and accountable for identifying opportunities to improve overall user experience
• Support end user issues by providing the effective solutions
• Be aware of system-wide changes and application deployments that might impact application availability for users
• Effectively manage escalations to resolution
• Partner with product teams to plan and test automation solutions
• Engage with the vendor to trouble shoot and resolve an issue within the product
• Support quality initiatives for continuous service improvement & optimization
• Measure application performance and availability against published SLAs and operational commitments
• Drive to increase the business Net Promoter Scores (NPS)
• Identify efforts to improve and simplify End-User experience by reducing the volume of tickets reducing touch points improve accountability and driving the usage of the self-service tools
• Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches
• Drive a higher level of customer satisfaction by improving support team quality knowledge and training
• Partner with other regional teams and services owners to share and promote best practices and lessons learned

Education Qualification

• Bachelors degree from accredited university or college with minimum of 1 years of professional experience OR Associates degree with minimum of 4 years of professional experience OR High School Diploma with minimum of 6 years of professional experience
• Note: Military experience is equivalent to professional experience

Eligibility Requirement:

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job.

Desired Characteristics

Technical Expertise:

• Experience with the product
• Background and experience in emerging technologies in cloud IaaS PaaS SaaS and Microservices architecture
• Experience with agile/iterative project methodology & tools

Business Acumen:

• Strong oral and written communication skills
• Strong business analysis and problem solving skills
• Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices
• Ability to interact at all levels of the organization and with other GE businesses

Leadership:

• Excellent communicator works well in a team environment and welcomes challenges
• Self-starter with ability to manage multiple priorities in a fast paced work environment
• Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

This role requires access to U.S. export-controlled information. Therefore employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident U.S. Citizen have been granted asylee or refugee status (i.e. a protected individual under the Immigration and Naturalization Act 8 U.S.C. 1324b(a)(3)).

Additional Information