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Customer Service
Customer Support Analyst II
@KPI Solutions
[Hiring] Customer Support Analyst II @KPI Solutions
Mar 08, 2025 - KPI Solutions is hiring a remote Customer Support Analyst II. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Customer Support Analyst’s primary responsibility is providing outstanding customer service to all our clients, both external and internal. The role is focused on accuracy, timely feedback, and customer satisfaction.
- 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 for resolution or FAQs.
- 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 modify SQL queries to track down data.
- Troubleshoot PLC control systems without necessarily getting into the PLC code.
- Provide “Product” support including logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers.
- Work closely with the development team regarding customer issues and feedback.
- Expand and update the Knowledge Base and share 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.
Qualifications
- Understand basic SQL queries
- Understand Java programming logic
- Knowledgeable with all versions of Windows and Windows Server Edition
- Understand basic network troubleshooting
- Desktop troubleshooting
- Excellent verbal/written communication and organizational skills
- 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 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
Requirements
- 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
- Participation in the after-hours on-call rotation to support customers 24 x 7
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- 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)
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 08, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
