Digital Tech Support Analyst – Cat Customer Support

Caterpillar Inc.

Digital Tech Support Analyst providing support for Cat Technology products like Product Link & VisionLink. Engaging with customers via phone, email, and chat to resolve technical issues.

Posted 7/3/2026full-timePeoria • Illinois, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $97,530 - $146,290 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in diagnosing and troubleshooting hardware, software, and connectivity issues while providing exceptional customer support in a contact center environment. Proficient in documenting solutions and collaborating with engineering teams to enhance product performance.

Highest-signal resume keywords

Customer SupportTroubleshooting Hardware IssuesGrade Control (2D/3D)Cat CommandBilingual (English/Spanish)

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting Software IssuesConnectivity Issues DiagnosisDocumentation SkillsMechanical AptitudeUnderstanding Machine SystemsExperience with Earthmoving TechnologyPayload TechnologyDetect & Safety SystemsTechnical Knowledge of Cat MachinesExperience with CRM Tools

Soft Skills

EmpathyClarity in CommunicationCollaboration

Tools & Technologies

SalesforceMS DynamicsProduct LinkVisionLink

Industry Keywords

Contact Center EnvironmentHeavy Equipment TechnologyCustomer Satisfaction ScoresKey Performance Metrics

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
Diagnose and troubleshoot hardware, software, and connectivity issues
Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries
Document issues, solutions, and patterns in our ticketing system to help improve future support.
Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores

Requirements

What you’ll need

Experience working in a contact center environment
Experience with documentation and knowledge sharing
Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
Experience with Detect & Safety Systems Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators
Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred
Experience with CRM tools with Salesforce or MS Dynamics preferred
Bilingual (English/Spanish a plus)

Benefits

Comp & perks

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