Job Information
Randstad US product support analyst in peoria, Illinois
product support analyst.
peoria , illinois
posted october 17, 2024
job details
summary
$39 - $40 per hour
contract
bachelor degree
category computer and mathematical occupations
reference1069425
job details
job summary:
Join our team as a Product Support Analyst and become a pivotal player in enhancing customer experience for our customer's innovative digital products. In this role, you'll leverage your expertise to monitor, troubleshoot, and resolve customer issues while serving as the subject matter expert for a eCommerce workstream. Top candidates will be passionate about providing exceptional support and driving continuous improvement. Help us power digital solutions in a collaborative environment.
location: Peoria, Illinois
job type: Contract
salary: $39 - 40 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
Required Skills - university degree/ technical certification; product service support; application support
Job Duties - Responsibilities of the incumbents are to provide worldwide support for the digital products and applications associated to the corresponding workstream
Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream
Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
o Triage / Troubleshooting - also support to Tier 1 Supplier 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 - formally 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 Tier 1 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.
Job Requirements -- Requires a college or university degree, technical certification or equivalent experience.
- At least 2 years of experience in product service support, application support, or equivalent support work.
Desired Skills & Experience -- Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed
This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
Experience with the use of Salesforce, specifically for Customer Relationship Management
Experience in Contact Center Operations, specifically related to customer experience and/or customer support
strong planning and communication skills
strong critical thinking/problem solving skills
Vendor Management experience
qualifications:
Experience level: Experienced
Minimum 2 years of experience
Education: Bachelors
skills:
- Product ManagementEqual 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.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.
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