Description
Description:
- On an average day, the Candidate will Login to ServiceNow and the CRM Platform, manage new and existing incoming tickets from Field Engineers. The Tickets could be about Training gaps, Technical bugs or Data Issues. This person will be able to provide training on Siebel CRM Navigation, or determine who to go to for help Production Support Team or Level 2 and Level 3 Escalation Points. They will be actively calling back GE Healthcare Field Engineers and other Biomedical Equipment Service Personnel and working to facilitate resolution to the open tickets. They will be task managing all tickets to as prompt of closure as possible and are expected not to leave solvable tickets open while providing updates on other tickets whether progress is made, or whether efforts are still ongoing, but no informational updates are available.
- Excellent written and oral customer service communication skills that are Computer software navigation focused for a range of Personnel is required where the person being helped may often be very unhappy with the software platform.
- The Candidate will have training resources of SOPs and troubleshooting guides, but these are actively being built and we will look to them to actively contribute as we continue to learn and root cause new issues or issue variations. When working with Level 2 and Level 3 escalation points (some are co-located) and will need good prioritization and communication skills to communicate with them, but make workload impact to them as minimal as well as following up with Production Support Team which is not co-Located as an advocate for the end user field personnel.
- The candidate will be frequently using ServiceNow, Siebel, Microsoft Office Suite of software, Phone, Instant Messaging. They may also be asked to perform data remediation projects in any low volume timeframes which will most likely be rare), so they should be comfortable with Microsoft Excel and accurate with data updates.
- Desired, but not required are familiarity with CRM, especially Siebel Software applications, Oracle Software Applications, familiarity with Biomedical Equipment Industry and/or Service Orientated Industry.