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Senior Customer Support Engineer

  • GE Digital
  • Experienced
  • Posted 10/19/2017 2:49:36 AM
  • 2946242
  • Job Function: Services
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): India; Noida

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.

Role Summary:
Work for Fortune’s Most Admired Company and enjoy incredible growth potential for General Electric. We currently have a Smallworld Consultant position available in the GE Digital Customer Success business, a division providing high-tech, mission critical software solutions to the Telecommunications and Utility/Public Service industries.

Essential Responsibilities:
The Smallworld Consultant will support our Customers and Value Added Resellers (VARs) in the use of GE’s Smallworld technology. This position requires a technically minded candidate with:
• software application programming skills
• good communication skills
• phone based customer service / technical support experience
• ability to develop strong relationships with key customer contacts
• strong customer service focus; with the ability to empathise as well as prioritise customer needs
• proven track record working with other senior developers in consulting, implementation or support

The role is embedded in the Asia Pacific Customer Success group, a team that works closely with customers and VARs delivering effective first and second line technical support on the full Smallworld product suite. The focus is on building good working relationships and delivering a quality service. The role, whilst based in India, and required to cover the India (IST) time zone, will assist customers across the whole Asia Pacific region.

Key responsibilities of the role include:

• Investigating customer issues and developing patches on the Smallworld platform and associated systems
• Work India (IST) time zone hours, to support the Asia Pacific region
• Work with customers to ensure they are making the most of their system (eg. through programs such as health-checks and product training)
• Seek out new opportunities (product or project) within existing customer sites and liaise with pre-sales or partners to convey and enable them to follow through on such opportunities

• Minimum 5 years’ experience of object-oriented programming e.g. Smallworld Magik
• A quick learner with the ability to take on new information
• Able to manage themselves and without supervision
• Experience in UNIX and/or Windows operating systems
• Proven track record of problem analysis, identification and resolution
• Strong troubleshooting and debug skills
• Ability to conduct training / 1:1 meetings
• Ability to handle difficult or irate employees effectively
• Ability to work under pressure
• Excellent interpersonal and communication skills
• Familiarity with relational databases, especially Oracle
• A team orientated approach, with strong verbal and written communication skills
• Fluency in English
• Domain knowledge of telecommunications, gas, electricity or water utilities
• Experience with the Smallworld product suite, Java, JSF, Websphere, .Net and Oracle preferable
• BSc/BA in Computer Science, Information Technology or related technical degree
• Able to prioritise and multi-task
• Flexible and prepared to travel (short durations) if required

Desired Characteristics:

Locations: India; Noida

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.

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