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Roles and Responsibilities
In this role, you will:
Strive to provide excellent customer service to employees from GE Healthcare Businesses
Work directly with solution architects and business analysts to help reproduce and resolve customer issues or introduce new features
Work hand in hand with operations in identifying & resolving issues directly with end users and vendors
Engage with the vendor to trouble shoot and resolve an issue within the product
Be aware of system-wide changes and application deployments that might impact application availability for users
Support end user issues by providing the effective solutions
Responsible for taking direct support cases from users
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
Drive customer communication during critical events and lead retrospective meetings
Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance
Work with global teams and collaborate with cross functional stakeholders
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
Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date
Technical Expertise:
A technical engineer, with extensive experience in solving challenging issues in high pressure environment
Experience with the Veeva platform – eTMF, RIM, QualityDocs
Experience with agile/iterative project methodology & tools such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally
Practical exposure to, and experienced in, IT Service Management and Computer System Validation (CSV).
Background and experience in emerging technologies in cloud, IaaS, PaaS, SaaS and Microservices architecture
Business Acumen:
Strong oral and written communication skills
Strong problem solving and system design 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 Healthcare businesses
Leadership:
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
Excellent communicator, works well in a team environment, and welcomes challenges
total rewardsare designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
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