Customer Support Consultant Job (Cambridge, United Kingdom)

GE Digital Energy is a division of GE Energy Services. Our business offers the best hardware & software products, services & solutions in the control, transmission & distribution of electricity.

This role plays a critical part in the delivery of asset management solutions for a business that develops, implements & provides high-tech software solutions such as geospatial asset management software, grid management software, automation systems, meters, power transformers & capacitors that enable grid intelligence processes for the electric, utility, public service & telecomm industries.

• Interface with product support groups and development groups to facilitate case resolution
  
• Interpret customer needs, assess impact on the customer and prioritise accordingly
  
• Accurately record and document case activity in a web based issue resolution tool
  
• Diligently monitor case metrics as an indicator of performance, on time delivery of milestones,
  backlog and SLA span for support issues; utilization and productivity
  
• Encourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfaction
  
• Provide feedback to development and quality teams and participate in Quality Audits, as necessary
  
• Perform on-site/remote customer support when required
  
• Good knowledge of, and adherence to, company internal systems and processes. Total
  commitment to integrity
  
• Participate in ‘Championing the Customer’ – devising customer profile reports, understanding user base and user workflows, top issues, site visits etc.
  
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
  
• Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)
  
• Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer.

• Degree in Software Engineering or similar
  
• Good oral and written communications skills with the ability to discuss complex technology in a clear and concise manner
  
• Good problem solving and analytical skills.

• Experience of the electricity, telecoms and other utility domains
• External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
• Knowledge of GIS (ideally Smallworld products)
• Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
• Knowledge of Magik and/or VMDS
• Good presentation and communication skills
• Able to prioritise and multi-task
• Able to work as part of a team.