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

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

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

End User Support Specialist

Key skills