Digital Tech Support Analyst

Career Area:

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.

Responsibilities

• Investigates, monitors and manages technical support cases in accordance with standard procedures and service level expectations.
• Reviews case data to identify trends, documentation gaps and process improvement opportunities that may impact Tier 1 support performance with focus on increasing Tier 1 resolution.
• Coordinates with product, supplier and advanced support teams to drive action on escalated or aging cases.
• Documents issue details, recommended solutions, resolution steps and improvement opportunities to strengthen knowledge management.
• Communicates customer and dealer feedback to technology and business teams to improve product quality and service delivery.
• Handles Tier 1 cases as needed.
• Takes ownership of escalated cases, following to resolution.

Interaction with Team

• Collaborates with the Caterpillar eCommerce Technical Support Workstream leads, business partners, and the supplier Tier 1 advisors and Technical Analysts located globally, including the US, Manila, Philippines, and Sofia, Bulgaria.

Technical Skills

Required

• Applies troubleshooting approaches, tools and techniques to analyze issues and determine root cause.
• Replicates end-user issues and evaluates hardware, software, application or operational factors impacting performance.
• Analyzes code, logs and current systems as part of advanced troubleshooting.
• Records troubleshooting steps, findings, tools used and recommended solutions for advanced to update the knowledge for the Technical Analysts.

Preferred

• Experience with Microsoft Dynamics 365, Salesforce, ServiceNow or similar ITSM/CRM platforms.
• Familiarity with NetSuite, ERP concepts, integrations, APIs or eCommerce applications.
• Experience using Microsoft products such as SharePoint, Teams, Excel, Power BI, Copilot or other productivity and reporting tools.
• Exposure to enterprise environments (cloud, apps, infra).

Behavioral Skills

Required

• Strong written and verbal communication skills with the ability to engage internal and external customers clearly and professionally.
• Customer-focused approach with the ability to build productive relationships with dealers, customers, suppliers and business partners.
• Problem-solving skills, including the ability to assess issues, diffuse escalations, document findings and recommending next steps.
• Ability to work independently, manage multiple priorities and escalate appropriately when support is needed.
• Attention to detail, follow-through and commitment to timely, accurate outcomes.

Education and Experience

• Bachelor’s degree with 2–4 years of experience in technical support, digital operations, customer support, application support or a related field.
• In lieu of a degree, 6+ years of relevant experience in technical support, contact center operations, customer service, application support or a related field.
• Experience supporting eCommerce platforms, dealer/customer-facing applications or IT service management processes preferred.

Considerations for Top Candidates

• Experience working in a call center, digital operations or application support environment.
• Experience supporting application launches, product transitions, testing or process implementation.
• Demonstrated ability to analyze support trends, identify root causes and recommend practical process or documentation improvements.

Posting Dates:

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

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