End User Support Specialist

Job description / Role

Role Summary:

• Provides direct support to end users using scripts/articles and/or automated tools; is 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; may write scripts/articles or may provide feedback to those writing scripts/articles in order to improve experience for end user support engineers and customers

Essential Responsibilities:

• Listens to or reads about end user problem(s), locates appropriate scripts/articles for providing assistance; if appropriate, uses knowledge and skills to provide assistance off script
• Identifies gaps, errors, and potential improvements in scripts/articles 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

Requirements

Qualifications/Requirements:

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience end user help-desk support.

Desired Characteristics:

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Ability to work independently.
• Strong problem solving skills.


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.

Locations: Egypt; Cairo

About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.