Digital Tech Support Analyst - Cat Customer Support

Caterpillar•Peoria, IL

2d•Onsite

About The Position

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. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Requirements

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. Ability to listen to and understand customer needs, respond with empathy and urgency, and provide accurate, timely technical solutions that reduce customer effort, restore confidence, and improve the overall support experience. Prioritizes customer needs, reduces effort, and delivers a positive support experience.
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. Communicates technical information clearly and professionally across phone, email, and chat while actively listening, confirming understanding, and guiding customers through next steps or resolution. Communicates escalation details clearly to internal teams so complex issues can be resolved efficiently. Ensures written communication is concise, accurate, professional, and in simple terms (limited technical jargon) in order for customers to understand
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Diagnoses hardware, software, connectivity, application, and machine technology issues by asking targeted questions, analyzing symptoms, using available resources, and guiding customers through clear resolution steps or escalation. Analyzes customer symptoms, error messages, system behavior, and available data to determine likely root cause and next steps. Guides customers through step-by-step troubleshooting in a clear, calm, and professional manner.

Nice To Haves

Experience working in a contact center environment
Experience with documentation and knowledge sharing
Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
Experience with Detect & Safety Systems
Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators
Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred
Experience with CRM tools with Salesforce or MS Dynamics preferred
Bilingual (English/Spanish a plus)

Responsibilities

Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
Diagnose and troubleshoot hardware, software, and connectivity issues
Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries
Document issues, solutions, and patterns in our ticketing system to help improve future support.
Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores