Technology Support Specialist

Primary Function:

The Technology Support Specialist provides customer-focused technical support, onboarding, and operational assistance for digital technology solutions. Supports successful adoption and ongoing use of connected technology platforms by delivering training, resolving issues, managing subscriptions, and partnering with internal teams to enhance customer value. 

Essential Duties: 

Digital Platform Support 

• Provide technical support for assigned digital platforms, applications, and connected technology solutions 
• Troubleshoot user issues and coordinates resolution through established support processes 
• Maintain accurate documentation of issues, resolutions, and support activities 
• Assist with platform configuration, user access, and operational administration 

Customer Onboarding & Training 

• Deliver customer onboarding sessions through webinars, demonstrations, and remote training 
• Support users in understanding platform capabilities and best practices 
• Develop training materials and knowledge resources to improve user adoption 
• Respond to customer questions and provides guidance on platform functionality 

Subscription & Operational Management 

• Manage subscription services, account updates, and platform administration activities 
• Process and reconcile subscription billing information and invoices 
• Monitor platform usage and identify opportunities to improve customer experience 
• Support internal teams with operational reporting and service requests 

Continuous Improvement & Collaboration 

• Identify opportunities to improve support processes and customer workflows 
• Collaborate with internal teams to resolve issues and enhance solutions 
• Support testing and implementation of platform enhancements 
• Maintain awareness of product updates, system changes, and industry trends 

Minimum Requirements: 

Education 

Associate degree in Information Technology, Computer Science, Business Systems, Engineering Technology, or related field; equivalent combination of education and experience may be considered. 

Work Experience 

• 1–3+ years of experience supporting software applications, digital products, SaaS platforms, or customer-facing technology solutions. 
• Technical knowledge of Caterpillar equipment and components with heavy focus on technology products and industry. 

Physical 

• Must be able to sit and utilize a computer for extended periods. 

Other 

• Ability to diagnose application issues. 
• Experience inVisionLink, C-Cat, DSP, and related platforms.  
• Strong communication skills.  
• Ability to train users.  
• Basic understanding of integrations, data flows, and system configuration.  
• Customer service mindset. 
• Strong computer skills with an emphasis working with Excel to create macros and pivot tables. 
• Self-starter; able to work with limited supervision.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.