- 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 Customer for every interaction.
o Triage / Troubleshooting - also support to Concentrix agents
o Tactical - Timely resolution and follow-up with customer & dealers
o Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.
o Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.
o Resolution of commitments - formerly 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 Concentrix 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.
Requirements:
Entry Level Electrical, Mechanical or other Engineering experience
Experience with Telematics
Excellent diagnosing and trouble-shooting
Demonstrable customer-facing skills on phone and in person.
Communication Skills:
Excellent written and oral skills
Desired:
Telematics
Product Link
VisionLink
Equipment Care Advisor (ECA)
Energy & Transportation (E&T)
Cat Remote Asset Monitoring (RAM)
Health and Equipment Insights (HEI)
Cat Advanced Productivity (AP)
location: Peoria, Illinois
job type: Contract
salary: $23 - 25 per hour
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
Description:
- 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 Customer for every interaction.
o Triage / Troubleshooting - also support to Concentrix agents
o Tactical - Timely resolution and follow-up with customer & dealers
o Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.
o Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.
o Resolution of commitments - formerly 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 Concentrix 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.
qualifications:
Experience level: Experienced
Minimum 1 year of experience
Education: No Degree Required
skills:
telematics (1 year of experience is required)
phone support
field service
Electronics Technician
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
