Customer Support Analyst II

March 8

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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KPI Integrated Solutions

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KPI Integrated Solutions is a company specializing in providing end-to-end warehousing and distribution solutions. They offer services that range from supply chain consulting, customized automation design, to system integration, all tailored to transform operations by blending advanced technologies. The company is dedicated to optimizing warehouse operations through engineered solutions, increasing productivity, enhancing efficiency, and reducing labor reliance. They serve a variety of industries, including food and beverage, pharmaceuticals, retail, and e-commerce, by utilizing technologies such as AGVs & AMRs, conveyor systems, robotic picking, and warehouse software. KPI Integrated Solutions focuses on improving distribution performance with goals of maximizing throughput, expanding capacity, and ensuring reliability through their comprehensive suite of services and technologies.

201 - 500 employees

☁️ SaaS

🚗 Transport

🤝 B2B

📋 Description

• About Kuecker Pulse Integration (KPI) • Created in July 2021 as a result of combination of Kuecker Logistics Group, PULSE Integration and QC Software by private equity firm Ares Management, Kuecker Pulse Integration (KPI) is a systems integrator that seeks out leading technologies within the areas of material handling equipment and information systems and combines them with proven design and operational strategies to help improve our customers’ operations. • Our talented group of industry experts combine the powers of scalable material handling systems, innovative software and custom automation engineering for complete, unique solutions that help companies, across a broad spectrum of industry segments, become leaders in their industries. • Our 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. In addition, it requires the incumbent to have a deep level understanding of the customer’s implementation and environment and be able to utilize tools (i.e. scanner logs, error logs) to determine root cause(s). • Schedule is rotating and will be 4 days on and 4 days off. • 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

🏖️ 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)