23 Dec
Customer Care Digital Service Engineer
Illinois, Peoria , 61605 Peoria USA

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
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.

Vacancy expired!


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