Digital Tech Support Analyst (Customer Support)

TL;DR

Digital Tech Support Analyst (Customer Support): Provide technical support and troubleshooting for Cat Technology products including Grade Control, Payload, and Safety systems with an accent on customer satisfaction and issue resolution. Focus on diagnosing hardware, software, and connectivity problems, communicating clearly with customers, and collaborating with engineering teams to improve product support.

Location: Onsite in Chicago, Peoria, or Irving, United States

Salary: $97,530 - $146,290 USD

Company

hirify.global is a global leader in manufacturing heavy equipment and digital technology solutions, leveraging data, AI, and telematics to build sustainable communities.

What you will do

• Respond to customer inquiries via phone, email, and live chat with empathy and accuracy.
• Diagnose and troubleshoot hardware, software, and connectivity issues for Cat Technology products.
• Document issues and collaborate with product and engineering teams to escalate complex problems.
• Meet key performance metrics including response time and customer satisfaction.

Requirements

• Location: Must be onsite in Chicago, Peoria, or Irving, United States
• English: B2 level or higher required
• Experience in contact center environment and technical troubleshooting.
• Knowledge of Earthmoving and Heavy Equipment technology including Grade Control and Payload.
• Bilingual English/Spanish is a plus.
• Flexibility to work between 6:00am – 6:00pm Central Time.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits.
• Paid time off including vacation and holidays.
• 401(k) savings plans and health savings accounts.
• Employee assistance programs and career development opportunities.
• Incentive bonuses, disability, life insurance, parental leave, and tuition reimbursement.