Customer Support Engineer

Company: TEKsystems, Inc
Location: Peoria
Posted on: January 15, 2021

Job Description:

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 employeer 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. Exceptional Qualities for Candidate Would Include experience in any of the following: 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) Skills: servicenow, support desk, incident management, training documentation Top Skills Details: 1. 2 years experience in a support role addressing issues higher level than Tier 1 2. Experience doing some administrative tasks related to support, such as, training, issue analysis, knowledge documentation 3. Experience with any ticketing system. Additional Skills & Qualifications: Salesforce is ticketing system. ServiceNow. SAMPLE TICKETS Why can---t I see my machine asset in xxx user interface (telematics) Can you please flash telematics software over the air for (FOTA) serial number xxxxxxx, Can you provide subscription access for xxx telematics subscription or xxxx API In telematics user interface xxx there is xxx widgets showing incorrect data / data that doesn---t match other user interfaces Does a xxx product link device or yyy product link device work best on my wheel loader, can you please grant me access to xxx How come there is no utilization data in xxx user interface for the past week when my asset has been running / working. Experience Level: Entry Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Inc, Peoria , Customer Support Engineer, Engineering , Peoria, Illinois