Digital Tech Support Analyst

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Description

The Digital Technical Support Analyst is responsible for monitoring overall performance of assigned digital products and handling dealer and customer issues through resolution.

JOB DUTIES:

Responsibilities of the incumbents are to provide worldwide front-line customer service advisor support for the overall Cat Digital portfolio (including on-board and off-board issues).

• Serves as a Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Triage / Troubleshooting – also support to other agents
• Tactical – Timely resolution and follow-up with customer & dealers
• Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.

• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for advisors for the lines of business the Digital /Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support Digital Product training for CSRs
• Supports the development and maintenance of Business Rules
• Validate and create process maps
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Employees are also responsible for performing other job duties as assigned by Caterpillar management from time to time.

Basic Qualifications:

• Requires a college or university degree, technical certification or equivalent experience.
• At least 2 years of experience in technical support work

Top candidates will also have experience in the following:

• Telematics
• Product Link
• Scheduled Oil Sampling (SOS)
• VisionLink
• Energy & Transportation (E&T)
• Cat Remote Asset Monitoring (RAM)
• Health and Equipment Insights (HEI)
• Cat Advanced Productivity (AP)

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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