Customer Care Digital Service Engineer in Peoria, IL at Volt

Date Posted: 7/18/2019

Job Snapshot

  • Employee Type:
  • Location:
    Peoria, IL
  • Duration:
    48 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt is looking for a Customer Care Digital Engineer to work on-site with our customer in Peoria, IL on 12+ month assignment  Job Duties/Responsibilities may include, but are not limited to:

  • Serves as a Product Link and Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.
  • Manages cases, providing an effortless experience that makes customers and dealers feel appreciated and secure – for every interaction.
  • Triage / Troubleshooting – also support to CSRs.
  • Tactical, Timely Resolution and Follow-up with Customer & Dealers.
  • Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries.
  • Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
  • Resolution of commitments; formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
  • Manages hand-ups/escalation paths in support of daily operations.
  • Manages to the urgency defined by our service level agreements.
  • Serves as the primary point of contact for Convergys for the lines of business the Digital /ProdService Eng supports.
  • Supports continuous improvement efforts
  • Creates and Updates Self Service and Tier 1 Support Knowledge Articles for digital products and applications.
  • Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
  • Support Digital Product training for CSRs.
  • Supports the development and maintenance of Business Rules.
  • Validates process maps.
  • Provides input to digital product and application support teams.
  • Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.


Required Qualifications:

  • 2+ years of experience in Software and Hardware Troubleshooting
  • 1+ years of Contact Center or Customer Facing experience
  • Intermediate or advanced Windows based PC and software knowledge
  • Strong written and verbal skills
  • Effective communications skills, credibility, persuasiveness and high stress tolerance are required

Desired Qualifications:

  • University Degree
  • Field experience

Top Applicants will also have:

  • Construction, Energy, Transportation, or Mining Experience* Product Support or Contact Center experience
  • Good technology based background including digital products or application knowledge.
  • Heavy equipment technology or vehicle telematics experience
  • Tenacity – this position requires a significant amount of follow-up to resolution
  • Outstanding Customer Experience examples
  • Ability to multitask in a fast-paced environment
  • Ability to build relationships with various stakeholders

This position is subject to US Export Controls. Must be a US Citizen or lawful permanent resident. 

Volt is an Equal Opportunity Employer

For immediate consideration please email resume to look forward to hearing from you soon.

If you do not meet all the qualifications of the position listed here, please be sure to go to to see the other positions we have available that you may qualify.