Online Engineer I - Technical

Business Unit: GE HealthcareFunction: Information TechnologyResponsibilities: 1.Make every customer interaction a totally satisfying experience.
a.Present customers with a pleasant and positive attitude.
b.Receive and route in a timely and accurate manor to a variety of questions received via email, telephone, web, and internal escalations. If necessary, redirect healthcare consumers to a medical professional for proper advice/opinion or to other GE Healthcare departments as needed
c.Use good judgment in providing and receiving sensitive information. Follow all applicable security procedures in handling any patient identifiable datad.Gather excellent quality problem descriptions and diagnostic information
2.Participate in organizational and individual continuous improvement:
a.Be a positive influence in the work place
b.Accurately represent expectations, intentions, and attitudes of customers and coworkers
c.Strive to acquire and maintain a current knowledge of GE Healthcare's products, Support procedures, practices, and policies
3.Contribute to achieving GE Healthcare's business objectives
a.Fully document each customer contact using the call tracking system, including incident response, enhancement and defect reporting
4.Ensures customer satisfaction by responding to calls to the Support Department in support of Centricity Physician Office products. Logs all customer questions and problems and tracks the same through to resolution
5.Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize senior technical staff and engineering team
6.Conducts second level problem determination using basic troubleshooting, documented procedures, and available tools.
7.Ensures problem resolution by maintaining an action plan for the resolution, by initiating and tracking problem assignment to technical resources, and by keeping the customer updated on the status of the resolution.
REQUIREMENTS
Qualifications: 1.Bachelor's Degree preferred
2.Requires 2+ years experience in a technical service role: software, hardware, networks, databases, and/or desktops
3.Previous or current experience with Lab/Demographic/Document interfaces desired
4.A strong dedication to quality customer service including strong verbal and written interpersonal and communication skills.
5.Superior telephone etiquette and an ability to deal effectively with customers, peers and management
6.Strong problem-solving skills and inherent decision-making ability
7.Good initiative and assertiveness.
8.Good project management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures
9.Basic working knowledge of Microsoft Office products such as Word, Excel, Access and PowerPointDesired: 1.Previous or current experience with Electronic Medical Record (EMR) software
2.Experience with data structures and troubleshooting of databases, especially MS SQL Server or Oracle
3.Experience working with or troubleshooting MS Platform Operating systems or networking issues.
4.A good working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications used in an outpatient clinic.
5.Experience in a telephone driven customer service or help desk role.
6.Six Sigma Green Belt CertifiedGeneral: GE Healthcare provides transformational medical technologies that are shaping a new age of patient care. GE Healthcare's expertise in medical imaging and information technologies, medical diagnostics, patient monitoring and life support systems, disease research, drug discovery, and biopharmaceutical manufacturing technologies is helping physicians detect disease earlier and to tailor personalized treatments for patients. GE Healthcare offers a broad range of products and services that are improving productivity in healthcare and enhancing patient care by enabling healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases, and other conditions. Headquartered in the United Kingdom, GE Healthcare is a $15 billion unit of General Electric Company (NYSE: GE). Worldwide, GE Healthcare employs more than 43,000 people committed to serving healthcare professionals and their patients in more than 100 countries.GE is an equal opportunity employer.
GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.The United States has regulations that govern the hiring of current or former U.S. Government employees. If you currently work for (or have in the past) the U.S. Government (in any capacity), you may have certain responsibilities under these regulations and certain restrictions may apply to your potential employment with GE. Therefore, if you are contacted by GE regarding a position of employment, and you have worked for the U.S. Government at any time, please immediately inform the GE representative of this fact.