Senior Digital Operations Support Analyst
Caterpillar Inc.
full-time
Posted on:
Location Type: Office
Location: Peoria • Colorado, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $110,520 - $179,640 per year
Job Level
Senior
Tech Stack
AzureSQL
About the role
- Collaborate with the digital call center, tiers 1,2 & 3 support teams, as well as product management, to promptly resolve issues and ensure a high-quality product.
- Participates in analysis of customer and dealer identified issues or problems which may require changes to software, procedures, or documentation.
- Assists with implementing new products, new releases and software upgrades.
- Responds to inquiries and requests from clients.
- Develop processes and materials that improve the use or maintenance of our digital solutions.
- Lead the collection and reporting on product quality metrics including availability and incident resolution.
Requirements
- Effective Communications: Extensive 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.
- Problem Solving: Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Customer Support Policies, Standards and Procedures: Working knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
- Software Product Technical Knowledge: Extensive knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
- Considerations for Top Candidates: Working knowledge of JIRA and Azure DevOps (formerly VSTS), Confluence.
- Knowledge of Caterpillar business and dealership operations preferred.
- Advance knowledge of Excel, MS PowerPoint, and MS Project.
- Working knowledge of SQL and Snowflake are desirable.
Benefits
- Medical, dental, and vision benefits*
- Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
- 401(k) savings plans*
- Health Savings Account (HSA)*
- Flexible Spending Accounts (FSAs)*
- Health Lifestyle Programs*
- Employee Assistance Program*
- Voluntary Benefits and Employee Discounts*
- Career Development*
- Incentive bonus*
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
software product technical knowledgeSQLSnowflakeExcelMS PowerPointMS Project
Soft skills
effective communicationproblem solving