• Help customers solve problems in the Crunchtime platform. • Use internal tools to troubleshoot customer tickets within our Labor and Inventory product suites including Net-Chef, Enterprise Manager Web, Teamworx, Mobile Teamworx, and Mobile Inventory. • Collaborate with a global team to deliver the ultimate customer experience • Support Sales/Success teams with account management and technical support • Be a voice of the customer, helping our product and engineering teams better understand our customers' needs • Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

• Participar en proyectos de integración, mantenimiento y soporte de sistemas de procesamiento de transacciones electrónicas. • Incluir redes XPNET y sistemas criptográficos TSS. • Configuración Base24/XPNET/TSS. • Configuración de instituciones, BINS, terminales, comercios, minoristas e interfaces (Host to Host, BIC, Visanet, Banknet). • Gestión de archivos: CPF, IDF, PTD/TDF, PRDF, HCH, EMF, ICFE, APCI, IPCF, KEY6/KEYF. • Configuración de claves criptográficas TSS. • Creación y mantenimiento de redes Base24 Classic y XPNET. • Análisis Técnico: Revisión de nuevas solicitudes de clientes y análisis de impacto técnico en Programas Base24 Classic.

• Provide remote support to customers experiencing technical or application workflow issues, displaying in-depth technical knowledge of the technology in the Software Products. • Meet with customers as necessary, analyze their needs, and provide insights into products and their functionality. • Differentiate with exceptional customer service and actively integrate user experience and outcomes. • Provide ongoing post-installation consultation and support for clinical configuration. • Support existing customers with scheduled customer success meetings to share clinical applications knowledge through coaching and customer relationship building. • Offer advanced customer support in a 24x7 environment. • Write or contribute to user/technical documentation and case notes. • Act as a resource, coach, and mentor, including serving as a functional resource to staff and customers. • Identify knowledge gaps and trends to develop training and build the skills of fellow engineers. • Serve as an escalation point within the team to increase knowledge and reduce escalations. • Monitor team goals in support of departmental and corporate strategies, manage service requests queue, and analyze reporting (service response rate, team/individual stats, NPS, staffing, overall performance). • Maintain customer relationships and communicate relevant product and/or customer concerns or opportunities to team leadership. • Conduct business evaluations and document findings within agreed turn-around times. • Correlate theoretical knowledge with clinical and product information to provide clinicians with the skills to obtain optimal performance from GE Healthcare equipment. • Analyze and resolve complex application/software issues with minimal assistance, using a wide range of debugging techniques. • Follow GEHC standards and advance the use of GEHC coding conventions, debugging techniques, tools, and documentation.

• Provide technical expertise/solutions for our products, aiming for end user satisfaction. • Act as a point of contact with our customers. • Monitor incidents to ensure Service Level Agreement are respected. • Document and report unresolved issues to Customers and follow up on them with professionalism. • Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority. • Escalate incidents in time to next level support. • Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support. • Work as one with our global team. • Be flexible and responsive to fulfilling other duties as required. • Gain a mid-level understanding of products, processes and procedures within the first 6 – 12 months of employment. • Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days. • Meet minimum expectations for quality standards within the first 90 days. • Consistently use soft skills on calls to ensure customer satisfaction. • Consistently show positive progress in quality scores and performance audits.