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Role Summary: We currently have a Customer Support Consultant position available in GE Smallworld, a division of the Energy Connections business providing high-tech, software solutions to the Utility and Telecommunications industries. The Customer Support group works closely with UK Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support on the full Geospatial, Smallworld product suite and Mobile solutions.
Based at our Histon facility, near Cambridge, reporting into the Customer Services Manager and working closely with the Product Support and Engineering functions as well as other delivery centers for process continuity to ensure we continue to build good working relationships and deliver a quality service.
• Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches) • 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
• Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent knowledge and experience (can be flexible).
Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EU/EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post, as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. For further information please visit the UK Border Agency website
Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance
• 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 • 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 • A geospatial background is advantageous, prior involvement with Smallworld GIS products is particularly sought after.
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