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Senior Premium Support Engineer

4 months ago

dubai, United Arab Emirates Asterix Communications Full time
Job Description SummaryAs a Senior Premium Support Engineer, you'll be responsible for providing 'best-in-class' customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and mentoring to support engineers on the team to help develop their domain expertise and execution.GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.Job Description Essential Responsibilities:
Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data.Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success.Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams.Provide timely, proactive communications to stakeholders on significant issues and developments.Develop and report on metrics, including operational metrics, case statistics, and customer surveys.Serve as the single point of contact for the customer via verbal and written communication.Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content.Participate in key initiatives as a project member owning tasks and delivering results to achieve defined project goals.
Qualifications/Requirements:
Bachelor's Degree in Computer Science or 'STEM' Majors (Science, Technology, Engineering and Math) with advanced experience.Experience with front-end technologies such as Javascript, HTML5, CSS, AngularJSExperience with JavaScript language, CSS & HTML (HTML5).Experience with JavaScript frameworks (JQuery, Angular, etc.) Agile & SCRUM development experience.Proficient with common desktop applications such as Excel, Word, PowerPoint.Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives.Ability to manage aggressive deadlines while staying true to strategic outcomes.Ability to understand and communicate complex business and technical issues clearly and accurately.Ability to translate vision/mission into actionable, quantitative plans.Ability to influence and build strong relationships with peers and senior managers in various geographical locations.Strong analytical, planning and organizational skills to manage multiple tasks and processes effectively.Excellent written and verbal communication skills. English - fluent.Ability to work independently on projects. Sharp eye for detail.Highly collaborative, team-oriented individual, positive, enthusiastic and confident attitude.
GE Healthcare is an Equal Opportunity Employer where inclusion matters. 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.Total rewards are 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. Successful candidates will be employed under local employment conditions and must already satisfy local employment/work permit and residency regulations.Additional Information: Relocation Assistance Provided: No
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