Digital Training and Knowledge Analyst; Cat Customer Support

• Develops training materials knowledge articles and course content.
• Identifies training needs provide guidance and expertise and overall training strategy.
• Supports Caterpillar's Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards.
• Deploys a wide variety of training methods.
• Creates an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally.
• Resolves any specific problems and tailor training programs as necessary.
• Maintains a keen understanding of training trends developments and best practices.
• Works with internal departments and SMEs as required to build training materials.
• Supports hands-on and classroom training related to product support technical troubleshooting and customer relationship management actives.
• Participates in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.
• Creates analyzes and validates business requirements translating them into detailed functional requirements and user stories defining acceptance criteria and obtaining requirements signoff from requesting business partners.
• Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools processes and strategies.
• Helps manage and organize appropriate information dashboards metrics and other reports for team members to use with their partners.
• Supports digital projects that identify linkages and synergies across business units industries and/or Dealers.
• Supports proper collaboration coordination training communication and alignment among related areas projects and strategies within the team and with internal and/or Dealer partners.
• Reinforces digital awareness through communication and identity programs in global regions and multiple business units industry groups and/or Dealers.
• Supports future-focused assessment of global and industry impact related to digital programs and deployments and helps other consultants coordinate efforts.
• Assists in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis.
• Proactively seeks to develop personal digital acumen.
• Tracks and monitors progress typically via metrics reporting. Other job duties assigned as needed.

• 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 Knowledge: Knowledge of technical aspects of a software products
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches tools and techniques; ability to anticipate recognize and resolve technical issues on hardware software application or operation.

• Four-year degree with experience in progressive training assignments involving classroom instruction design development and delivery of training courses and materials and/or proven experience working within a contact center environment developing training curriculum for frontline agents or as a Training lead
• Contact center experience is a strongly desired.
• Demonstrated knowledge of adult learning techniques and best practices in training delivery.
• Knowledge of Microsoft Word PowerPoint Excel and Co-Pilot
• Experience working with Contact center tools such as Salesforce or Microsoft Dynamics 365
• Solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed

• 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

What We Do

Cat Digital is the digital and technology arm of Caterpillar Inc. responsible for bringing digital capabilities to our world-famous yellow iron. With over 1.5M connected assets worldwide our teams use data technology advanced analytics and AI capabilities to help our customers build a better world.

Why Work With Us

The Cat Digital team is at the forefront of Caterpillar’s evolution. We take pride in solving complex problems by building new systems from the ground up. On our team you’ll leverage data from across our entire enterprise to find solutions that open a new world of possibilities for our customers and dealers. Join us in building a better tomorrow.

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