Helpdesk Support

In this role, you will: Respond to customer requests via phone and email and Salesforce Cases per Standard Operating Procedures (SOPs) Proactively monitor customer software solutions and environments. Respond quickly to alerts by initiating document troubleshooting steps. Establish and grow relationships with functional peers, internal and client teams. Knowledge transfer - Author user/technical documentation and case notes as defined by SOPs. Troubleshoot issues involving all aspects of GET solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality. Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines and SOPs. Provide support during assigned shifts with flexibility to work overtime or additional shifts as necessary to ensure coverage. • Works to meet or exceed all team KPIs.