Customer Support Engineer II
KPI Integrated Solutions
full-time
Posted on:
Location Type: Remote
Location: Ohio • United States
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About the role
- Follow up with customers, provide feedback and see problems through to timely resolution.
- Ask educated questions and listen to customers to help determine root cause of issues.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
- Work through the problem-solving process with customers, empowering them to do the same in the future.
- Read through XML configuration files.
- Troubleshoot inventory flow using text-based log files.
- Be familiar with database tables and have the ability to modify SQL queries to track down data to analyze and resolve issues.
- Troubleshoot PLC control systems without necessarily getting into the PLC code.
- Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures
- Work closely with our development team regarding customer issues, feedback from customers, and testing code changes.
- Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients.
- Ensure proper recording, documentation and closure using appropriate applications.
- Provide documentation to user manuals and guides for training purposes.
- Train customers onsite and remotely.
- Test new software releases or software modifications.
Requirements
- Understand basic SQL queries
- Understand Java programming logic
- Knowledgeable with all versions of Windows and Windows Server Edition
- Understand of basic network troubleshooting
- Desktop troubleshooting
- Excellent verbal/written communication and organizational skills, along with interpersonal skills that allow for collaboration across a diverse group of people
- Ability to train customers and develop training manuals/SOPs (Standard Operating Procedures)
- Team Support tasks and action items or Ticketing system knowledge or usage
- Support phone line testing and switching
- Knowledge of electrical controls components/equipment and have the ability to troubleshoot electrical control systems
- Knowledge of electrical safety rules and procedures
- Familiar with PLC/Networking communication protocols and equipment
- Proficient in MS Office and PowerPoint
- **Preferred Skills:**
- Experience with WES/WCS systems
- Experience with server O/S, networking, scanners, label printers and VPN/RDP for remote access
- Experience working in a Warehouse Distribution environment
- SQL, Java and/or PLC programming experience, not to program but to assist with troubleshooting
- Requires participation in the after hours on call rotation to support our customers 24 x 7
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Health Care Concierge Service
- 401(k) Retirement Plan (Pre-tax & Roth)
- Company paid Basic Life Insurance, Short-Term Disability & Long-Term Disability
- Voluntary Life & AD&D Insurance
- Voluntary Accident, Critical Illness & Hospital Indemnity Insurance
- Pet Insurance
- Milk Stork Program
- Wellness Program with gift card redemption and wellness challenges
- Paid Time Off (Vacation, Sick & 10 Holidays)
- Training & Development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLJava programmingXML configurationPLC control systems troubleshootingnetwork troubleshootingdesktop troubleshootingelectrical controls troubleshootingWES/WCS systemsVPNRDP
Soft Skills
customer serviceproblem-solvingcommunicationorganizational skillsinterpersonal skillstrainingcollaborationdocumentationknowledge sharingfeedback collection