Customer Support Engineer II

Role Overview

• 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

Tech Stack

• Java
• SQL
• Switching

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