-
ID
#7511763 -
Job type
Contract -
Salary
$23 - 25 per hour -
Source
Randstad Corporate Services -
Date
2020-12-30 -
Deadline
2021-02-28
Customer Care Digital Service Engineer
Illinois, Peoria, 61605 Peoria USAContract
Vacancy expired!
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 experienceExperience with TelematicsExcellent diagnosing and trouble-shootingDemonstrable 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, Illinoisjob type: Contractsalary: $23 - 25 per hourwork hours: 8am to 5pmeducation: 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
- telematics (1 year of experience is required)
- phone support
- field service
- Electronics Technician
Vacancy expired!
Report job