Digital Solutions Admin

Yancey Bros. Co. • Austell, GA

1d • Onsite

About The Position

The Digital Solutions Support Administrator supports Yancey Bros.' digital transformation initiatives by providing account administration, application access management, order support, customer onboarding, reporting coordination, and application troubleshooting services for customers and associates. This role serves as the primary point of coordination for digital support activities, ensuring a seamless customer experience while driving adoption and effective use of Caterpillar and Yancey digital solutions.

Requirements

• Prior experience in digital support, help desk, order support, and business operations.
• Enjoys talking to people, developing relationships with customers and working in a team environment.
• High school diploma required.
• Strong customer-service orientation with professional verbal and written communication.
• High attention to detail, strong follow-through, and ability to keep records accurate across multiple systems.
• Ability to prioritize requests, coordinate tickets, and work efficiently in a fast-paced support environment.
• Comfort learning digital tools, account-management workflows, reporting trackers, and application troubleshooting steps.
• Proficiency with Microsoft Office.
• Ability to collaborate effectively with employees and leaders across Sales, Product Support, Parts, Service, IT, Operations, and Digital teams.
• Ability to work independently, ask clarifying questions, document decisions, and close the loop with customers and stakeholders.
• Leadership, Vision, Competitiveness and Sense of Urgency
• Strong accountability and initiative
• Excellent interpersonal and communication skills
• Presentation Skills, Organization Skills and Advanced problem solving capabilities
• Strong Teamwork Skills
• PC proficiency

Nice To Haves

• Bachelor’s degree from a four-year college or university, technical certification, or related equivalent experience preferred.
• 3–5 years of administrative, customer service, digital support, help desk, order support, or business operations experience preferred.
• Experience supporting customer accounts, data quality, SaaS or web applications, dealer systems, CRM, ticketing systems, or equipment-related digital tools preferred.
• Experience with CRM, ticketing, reporting, or Caterpillar digital systems preferred.

Responsibilities

• Coordinate customer pre-registration and onboarding activities for digital platforms including PCC, VisionLink, Cat Central, and other Caterpillar applications.
• Create and maintain customer application access for PCC, VisionLink, Cat Central, VST, SIS2GO, and related systems.
• Create and maintain associate application access, permissions, settings, and account associations.
• Troubleshoot customer and associate account issues including login failures, account associations, permissions, and user-profile settings.
• Create and manage Customer Contact IDs (CCIDs) and ensure proper alignment with customer organizations and digital applications.
• Maintain accurate account records and ensure data integrity across Caterpillar and Yancey business systems.
• Serve as the primary coordinator for Freshservice support tickets by documenting requests, routing issues, tracking status, and communicating updates.
• Manage PCC operational reporting including Daily Tracker updates, DBOB reporting, promotional code tracking, and other business reporting requirements.
• Perform Instant Access reconciliation activities to ensure customer access aligns with subscription and entitlement records.
• Create and maintain customer cash accounts to support digital commerce transactions.
• Coordinate Cat Credit account setup and facilitate customer enrollment activities.
• Distribute customer onboarding packages and ensure all required setup activities are completed.
• Manage welcome package distribution to support customer adoption and successful activation of digital solutions.
• Document and route customer hand-up requests including inquiries, quote requests, sales opportunities, and technical escalations to the appropriate owner.
• Coordinate application enhancement requests by gathering business requirements, documenting user feedback, and communicating needs to application owners and stakeholders.
• Troubleshoot application access, registration, setup, and configuration issues across Caterpillar and Yancey digital platforms.
• Track recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
• Support user acceptance testing (UAT) activities and validation of application enhancements when required.
• Deliver timely, professional support through phone, email, chat, and ticketing channels.
• Partner with Sales, Product Support, Parts, Service, Operations, and IT teams to ensure prompt resolution of customer issues.
• Develop documentation and knowledge resources to improve self-service capabilities and reduce support friction.
• Maintain a customer-first mindset focused on improving adoption, usability, and overall digital experience.
• Perform additional duties as assigned.

Benefits

• Aggressive compensation levels
• Technician tool allowances
• Full medical, vision and dental coverage
• Employee wellness programs
• Paid vacations
• Competitive Pay Structure
• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan
• Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching
• Employee Wellness Program
• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance
• Personal Time Off
• Paid Holidays
• Paid Sick Leave
• Career Development
• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED