GE Vernova

End User Support Specialist

GE Vernova

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $72,800 - $109,200 per year

About the role

  • 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
  • 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
  • Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures
  • Proactively reduce future support burden through identification of improvement opportunities

Requirements

  • Bachelors degree with emphasis in Computer Science, Information Systems or a similar field
  • Candidates with prior experience in Asset Performance Management (Meridium) implementation and support would be given preference
  • 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
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
  • Retirement benefits including GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer contact softwareerror logssource codecase management best practicesknowledge management systemtechnical supportAsset Performance ManagementPC hardwareoperating systemsdata protocols
Soft Skills
communicationproblem-solvingownershipcollaborationdocumentationcustomer handlingtechnical aptituderesearchproactive improvementescalation management
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Systems