Customer Support Engineer
General Electric Company
30d ago

About Us :

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive.

Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer.

Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary :

The Customer Support Engineer provides first and second line technical support on the full Geospatial, Smallworld product suite and Mobile solutions to customers and business partners in the telecommunications and utility industries.

Essential Responsibilities : Essential Responsibilities :

Essential Responsibilities :

  • Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects, and providing workarounds to customers
  • Work with product support and professional services team to facilitate case resolution
  • Interpret customer needs, assess impact on the customer and prioritize accordingly
  • Accurately record and document case activity in a web based issue resolution tool
  • Own and deliver timely and effective case resolution
  • Encourage customer feedback and escalate major, elusive, or recurrent issues
  • Provide on-site customer support when required
  • Good knowledge of, and adherence to company internal systems and processes
  • Total commitment to integrity
  • Maintain awareness of relevant technical and product trends through self-learning, training classes, and job shadowing
  • Help grow team expertise through knowledge sharing (showcases, presentations, blogs)
  • Participate in regional rotation to deliver out of hours service
  • Qualifications / Requirements :

    Basic Qualifications :

  • Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience
  • Eligibility Requirements :

  • 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.
  • Work location flexible within USA / Vancouver, Canada.
  • Desired Characteristics : Desired Characteristics :

    Desired Characteristics :

  • Excellent written and verbal English skills
  • Experience with Smallworld GIS products and Magik programming language
  • Experience with geospatial applications and analysis
  • Experience in the telecommunications, electricity, and other utility domains
  • Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net, and Oracle
  • Relational Database skills
  • Able to prioritize and multi-task
  • Able to work as part of a team
  • Locations : Canada, United States; Alabama, Alaska, Arizona, Arkansas, British Columbia, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Ontario, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming;
  • flexible within USA / Vancouver, Canada

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