General Electric Software Technical Support in Lynn, Massachusetts
Job Description Summary
This role is responsible for providing expert software technical support and/or Application Support including maintenance for GEHC customers. Provide support to customers experiencing application workflow/clinical issues displaying an in-depth client workflow or clinical knowledge and/or technical difficulties displaying in-depth technical knowledge of the technology in the Software Products. Working knowledge of operating system (for example file transfer, etc.). Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Follows procedures for reporting application bugs and updating. Full time remote any location continental US
Essential Responsibilities - In this role, you will:
Uses troubleshooting techniques and programming skills to make needed modifications to customer database and ensure information integrity
Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries as well as updates GEHC system with resolution status
Supports product or application with little or no assistance, maintains a high level of quality following all GEHC department standards
Is responsible for quality solutions to be implemented at client sites
Understands and follows departmental standards
Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation.
Acts as a technical resource to other members of the department and customers
Analyzes and resolves most software issues with minimum assistance
Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients meeting all project plan dates set
Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, following all GEHC department standards
Has a concentration in/familiarity with other applications to develop integration expertise
May write or contribute user/technical documentation and case notes
Meet with customers as necessary, analyzes their needs, and provides insight into products and their functionality
Will be required to work weekends, evenings and holidays on a rotational basis and optional overtime shifts are available
Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
Flexibility to provide onsite support, as needed
Provides customer support in 24x7 environment
This position may align to 1st, 2nd or 3rd shift depending on business needs.
Quality Specific Goals:
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
Complete all planned Quality & Compliance training within the defined deadlines
Identify and report any quality or compliance concerns and take immediate corrective action as required
Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 5 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
Excellent verbal and written communication skills, and customer service attitude skills
Excellent understanding of client needs and the impact of support related work
Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service
Highly effective at working in a fast-paced, dedicated team environment with shifting priorities
Ability to work across departments internally and externally in troubleshooting problems
Healthcare information technology experience a plus
Minimum of five years experience in one or more of the following: Java , Networking, MSSQL, Sybase, Linux, Microsoft Platforms
Our 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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.pdf) . 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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
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