• Provide initial triage, with goal to handle more issues over time with familiarity/skillset • Gather complete and accurate information on the nature, complexity, and urgency of customer issues and accurately records all information in customer contact software • Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths • Take ownership and resolve escalated product issues via telephone, email, or in-person, meeting or exceeding stated Service Level Agreement (SLA) timeframes • Regularly execute case management best practices through clear and timely documentation of customer contact, written or verbal, in the knowledge management system • Clearly communicate technical responses to customers' ensuring the understanding of the steps needed to resolve issues reported to the technical support center • Work closely with the management for issues that require escalation • Research existing knowledge base articles, issue tracking system, AI Tools, and product documentation for existing answers to known issues resulting in increased first contact closure rates • Actively contribute to the knowledge database through the creation of articles when unknown issues are resolved • Maintain an in-depth understanding of GE's products, support protocols, customer contact software and departmental procedures • Proactively reduce future support burden through identification of improvement opportunities