Technical Support Representative

Job Description SummaryAs the Technical Support Representative, you will work onsite at our office in Richmond, BC. This position will work in a team environment and will act primarily as a first-level contact for information, technical support, and or concerns, for our customers. The ideal candidate will be versed in customer support and able to work in a fast paced and demanding environment. This role is ideally suited for a person who has experience in technical customer service and or call-centre environments and wants to develop and expand their technical support knowledge and expertise.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Roles and Responsibilities

• Answer incoming requests for assistance by telephone, e-mail or chat;
• Troubleshoot and resolve product performance issues through remote communication methods;
• Dispatch, coordinate and support Field Service Personnel where applicable;
• Update and maintain service call records and customer information as outlined in Service Operating Procedures, e.g. CRM call records;
• Support and assist in the sale of service contracts
• Office-based position and may be required to perform field services on occasion

​Experience and Educational Requirements

• Diploma in technical studies; A+ and or Network +
• Experience in a technical customer support/service or call centre role
• Previous experience with direct customer contact, preferably within a global organization
• Previous medical device servicing experience or prior experience as a biomedical engineer with an ultrasound background
• Familiarity working with CRM databases

Skills Requirements

• Commitment to high level of customer service
• Excellent interpersonal and oral and written communication skills;
• High degree of professionalism in dealing with difficult situations and demanding customers;
• Proven organizational skills with the ability to prioritize tasks;
• Logical thinker with proactive troubleshooting and critical problem solving skills;
• Self- motivated with ability to work in a close team environment
• Strong technical abilities with prior troubleshooting experience in hardware, software, and computer networking; TCP/IP & Wireless networking experience;
• Strong PC skills, competent with Microsoft Office and proficient with Windows XP 7 & 8 environment;
• Ability to learn new systems and technologies quickly;
• Fluent in English.  The ability to speak other languages will be a definite asset;

Other Information

• Shift beginning at 6:30 AM PST
• On-call, overtime and holiday work required

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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Additional Information