Customer Support Engineer II

KPI Solutions is focused on providing outstanding customer service, and they are seeking a Customer Support Engineer II to enhance customer satisfaction. The role involves troubleshooting customer issues, providing feedback, and ensuring timely resolution while working closely with the development team.

Responsibilities:

• 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
• 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