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ISSW Software Support Specialist – ME Region
Full time at GE oil and gas in Qatar

ISSW Software Support Specialist – ME Region Full time at GE oil and gas in Qatar

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Posted on November 7, 2013

Job details

This role will understand PII software solutions, our customers business and processes, and will work from a technical focus to align these in a manner that increases customer satisfaction. The success of the role will be measured in the ability to quickly close client issues by applying technical software know-how and engineering consulting, demonstrating results achieved through proactive account support plans, and customer feedback collected during satisfaction surveys. The Software Support Specialist will work closely with other members of the ISSW team in operations hubs located in the United States and England.
• Support software implementation projects with tasks including data conversion, software configuration, and software testing
• Support and perform software acceptance testing
• Support and perform software training
• Record, track, communicate, and generally manage post delivery actions
• Prepare delivery reports and client visit reports
• Develop material (Written text, Presentations, Process diagrams, Video) to supplement customer deliveries and ongoing support
• Actively seek out, record, and report customer feedback for software and process improvements
• Facilitate communication with customers acting as point contact and enabling quick resolution
• Develop support account plans for assigned customers
• Facilitate communication, implementation, and delivery of software updates available through the software maintenance program
• Assist with client expectation setting through regular communication and relationship building at both the technical and supervisory level
• Manage report issues in Quality Center and communicate status to customers
• Report account status to management team including: Open items, Planned actions, Support goals
• Identify Software product / service upsells and develop software revenue stream post delivery
• Provide rapid response as first line support for all region customers covering both software and engineering issues (pertaining to installed software)
• Identify internal opportunities for process and product improvements and provide potential solutions
• Customize training material for customers prior and following delivery
• Act as customer advocate, representing voice of the customer, for software support base
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