Digital Tech Support Analyst
Career Area:Business Technologies, Digital and Data
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.
The Technical Support Analyst is responsible for monitoring overall performance of assigned eCommerce products and handling customer issues through resolution.
Identifies, investigates, monitors and resolves customer issues in accordance with standards and processes.
Responsibilities of the incumbents are to provide global support for eCommerce applications supported within Cat Digital (including customer and dealer issues).
Serve as an eCommerce Product expert / Subject Matter Expert. Stays current with all eCommerce products and applications.
Manage cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar representatives for every interaction.
Triage / Troubleshooting – provide support and direction to Supplier personnel
Tactical – timely resolution and follow-up with customer & dealers
Issue identification – utilize data to identify issue trends 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.
Manage hand-ups/escalation paths in support of daily operations.
Manage requests to the urgency defined by our service level agreements.
Serve as the primary point of contact for Tier 1 for eCommerce related issues.
Support continuous improvement efforts.
Create and updates self-service and Tier 1 support knowledge articles for eCommerce 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 eCommerce training for CSRs.
Support the development and maintenance of business rules/procedures.
Validate and create process maps.
Provide input to digital product and application support teams.
Participate in periodic visits to our supplier to personally provide expert technical assistance and/or training on eCommerce products and applications.
Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
Requires a college or university degree, technical certification or equivalent experience.
At least 2 years of experience in Parts Technical Support and/or Product Service Support or related product knowledge background.
Top candidates will also have experience in the following:
·Familiarity with the content and layout of parts.cat.com.
Expertise in product structure knowledge for use in HVC (high velocity Caterpillar)/PRWB.
Working experience with SIS Web.
Experience applying service information knowledge and technical documentation to troubleshoot customer inquiries.
Working experience with OMM, parts manuals, parts reference guides, and SSO parts lists.
Working knowledge of machine specifications, machine and attachment selection, and general machine operation.
Expertise with customer interaction and resolving customer support inquiries.
Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.
#BIVisa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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