Digital Ops Support Analyst; Cat Customer Support

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.

Job Summary:

The Cat Customer Support, Digital Operations Support Analyst is assigned to lead a specific Workstream, supporting multiple products. They meet with internal Cat business partners and supplier resources, answer supplier team support questions, handle escalations, maintain knowledge, and conduct weekly workstream meetings.

What You Will Do:

• Helps internal partners implement new products and processes; responds to inquiries from both internal and external business partners.
• They manage the case age and supplier SLA’s for the assigned workstream.
• Trains team members and partners on operational procedures.
• Analyzes client issues, recommending changes to software, procedures, or documentation as needed.
• Diagnoses and solves common technical problems, escalating when necessary.

What You Will Have:
Effective Communications:

• Ability to partner and collaborate across various business workstreams to find solutions to customer inquiries.
• Gives constructive feedback focused on actions, without causing offense.
• Accepts feedback openly and applies it to improve communication.
• Prepares presentations and reports as required.

Problem Solving:

• Identifies and documents specific problems and provides recommended solutions.
• Develops alternative techniques for assessing the accuracy and relevance of information.
• Considers the perspective of each involved stakeholder when conducting a root cause analysis.
• Uses a fact-based approach to problem management.

Customer Support Policies, Standards and Procedures:

• Provides feedback to improve standard procedures.
• Creates and updates documentation on agent processes related to handling customer inquiries.
• Assesses inquiries for the need to escalate for further review or approval.

Technical Troubleshooting:

• Discovers, analyzes, and resolves gaps in knowledge.
• Manages calls related to product features, applications, new process opportunities, and aging cases.
• Records and reports specific technical problems, providing recommended solutions when available.

Considerations For Top Candidates:

• Experience working in a call center environment.
• Experience working with ITSM tools such as Salesforce or ServiceNow
• Experience working with Microsoft products like SharePoint and Copilot
• Assist with testing and rolling out updates to websites and applications.
• Participate in facilitating meetings.

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:

Subject to plan eligibility, terms, and guidelines. This is a summary list of 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

* These benefits also apply to part-time employees

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:

August 20, 2025 - August 26, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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