Digital Operations Support Analyst

Career Area:
Technology, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.
Job Summary:
Provides customer and dealer self-service support by analyzing multifaceted dashboards, identifying data trends, and creating solutions to drive a world class support experience. Responsible for crafting public facing self-help content, optimizing search functionality, ensuring help center tool maintains consistency and effectiveness. Coordinates and collaborates with cross functional teams to support processes and implement continuous improvement solutions.
What You Will Do:

• Research and curate public facing self-service support material including FAQs
• Maintain help center tool by submitting enhancement requests, support tickets and testing functionality
• Coordinate content approval process with brand and legal team and submits requests for content translations.
• Increase effectiveness of self-service content by analyzing and optimizing search results
• Develop subject matter expertise in the supported product, Salesforce tool, and help center strategy
• Work with internal departments and SMEs as required to build and maintain effective knowledge articles
• Maintain a keen understanding of self-service trends, developments and best practices.
• Participate in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned knowledge activities.
• Identify and implement opportunities to streamline processes and enhance user interfaces and the customer experience.
• Ensures that all self-help content and knowledge articles are kept up to date and reviewed periodically.
• Present monthly summary of data and insights of the help center tool with internal business partners
• Understand Contact Center KPIs and work to identify and implement continuous process improvements to improve customer experience and process efficiencies.
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

What You Will Have:
Effective Communications: 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: 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: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Considerations For Top Candidates:

• A college or university degree in applicable field or equivalent working experience
• Superior written and verbal communication skills.
• Strong organization skills.
• 2+ years combined experience working within a contact center environment, developing knowledge articles or training curriculum for frontline agents
• At least an intermediate level knowledge of Microsoft Word, PowerPoint, and Excel
• Contact Center Operations, Client Services/Account Management experience
• Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
• Experience working with Contact center tools such as Salesforce

What You Will Get:
Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We've created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.
Additional Information:
Flexible hybrid work environment
#LI-Hybrid
#BI (used to post on Built In Chicago)
About Caterpillar
Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
Summary Pay Range:
$95,640.00 - $155,400.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Annual incentive bonus plan*
Medical, dental, and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
401k savings plan
Health savings account (HSA)
Flexible spending accounts (FSAs)
Disability benefits
Life Insurance
Parental leave
Healthy Lifestyle Programs
Employee Assistance Programs
Voluntary Benefits and Employee Discounts
Tuition Reimbursement
Career Development
*Subject to annual eligibility and incentive plan guidelines .
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
February 4, 2025 - February 11, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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