Sr End User Support Engineer

Job description

3158531
Additional Cities

Shanghai
Career Level

Experienced
Relocation Assistance

Yes
Business

GE Aviation
Business Segment

Aviation Digital
Function

Digital Technology
Country/Territory

China
Additional States/Provinces

ShangHai
Postal Code

201203
Role Summary/Purpose

Provides direct support to end users using scripts/ knowledge base articles and/or automated tools; is able to provide assistance “off script” in one or more areas of domain focus; when needed, captures appropriate information to escalate user issues as per a defined matrix; may write scripts/ knowledge base articles or may provide feedback to those writing scripts/ knowledge base in order to improve experience for end user support engineers and customers
Essential Responsibilities

•Listens to or reads about end user problem(s), locates appropriate scripts/ knowledge base for providing assistance •Identifies gaps, errors, and potential improvements in scripts/ knowledge base and adds/changes or shares feedback appropriately •Shares gained knowledge with other end user support engineers; assists engineers who are unable to provide adequate assistance •Self-starter - actively revisits personal and team queue to ensure that end user issues are resolved as quickly as possible •Applies a view of customer success to all customer interactions; engages peers, supervisor, or others in network to ensure resolution of customer issues
Qualifications/Requirements

•Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math) •Minimum of 2 years of professional experience in Information Technology •Must be willing to travel •Must be willing to be in an on-call rotation
Desired Characteristics

Customer Support and Service experience •Listens interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels •Interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels •Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics •Working knowledge of our portfolio of software products •Self-starter with a proven track record of supporting complex customer solutions at the internal and customer departmental levels •Superior communication skills (verbal and written) and well-developed customer presentation skills •Must be results-oriented, able to handle multiple tasks of urgent nature and effectively deal with
ambiguity •Proven client engagement capability: unrelenting passion and zeal to engage with customers •Passionate about driving change/influence across cross functions and organizational boundaries •Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions •Places personal credibility and reputation on the line to passionately advocate for what they believe in •Effectively manages risk, makes decisions with confidence when problems or solutions are not 100% defined •Passion around the work that they do

#DTR
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.
Primary Country

China
Primary State/Province

Shanghai
Primary City

Shanghai