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  • ID
    #7263663
  • Job type
    Contract
  • Salary
    USD $23 - 25 per hour 23 - 25 per hour
  • Source
    Randstad Corporate Services
  • Date
    2020-12-23
  • Deadline
    2021-02-21
 
Contract

job summary:

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.

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.

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