Role Summary:

• Provides direct support to end users using scripts/ knowledge base articles and/or automated tools;
• Be 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.

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.

About Us:
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com

Locations: China; ShangHai; Shanghai