Business Analyst

Required Education:
Option A: A degree with 2-4 years of experience in a technical support or related customer service/technical role.
Option B: 6+ years of experience in a technical support or related customer service/technical role without a degree.

Technical Skills:
Performance Analysis & Insights: Ability to review case data, identify trends, and derive actionable insights.

Preferred/Nice-to-Have Skills:
Microsoft Dynamics 365
NetSuite
Integration & APIs
AI

Job Responsibilities
Investigate, monitor, and assist with resolving technical support cases within defined Service Level Agreements (SLAs).
Serve as the liaison between the Cat Customer Support (CCS) team and partnering Tier 2/3 Support teams and Product Teams.
Review and analyze case data to ensure timely resolution and identify gaps in Tier 1 knowledge or processes.
Assist in knowledge improvement for training purposes (e.g., creating handoff documents, participating in meetings).
Help manage escalated support cases.
Partner with internal and external teams to improve Tier 1 processes, enabling the team to resolve more cases independently.
Support the new dealer ERP program (Cat Converge Suite) by collaborating with teams to develop processes and procedures for a successful launch.

Required Soft Skills:
Strong Communication Skills: Must be comfortable communicating with both internal teams and external customers/dealers.
Problem Solving: Ability to de-escalate situations, resolve customer issues, and identify when to ask for assistance.
Attention to Detail
Ability to Work Independently
Ability to Multitask

Disqualifiers/Red Flags/Overqualifications:
Consistent job hopping or limited job tenure
Not able to work independently
Inability to multitask
If the candidate is not already local, please do not submit, we are only looking at local candidates at this time.