Apply on Employer Site

KPI Solutions · 2 months ago

Customer Support Analyst II

Sharonville, OH

Full-time

Onsite

Mid Level

$69K/yr - $75K/yr

KPI Solutions is a systems integrator focused on improving customer operations through innovative technology and automation. The Customer Support Analyst's role is to deliver exceptional service, resolve customer issues, and provide product support while collaborating with development teams and expanding the knowledge base.

Transportation/Trucking/Railroad

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

Qualification

SQLJava programming logicWindows ServerNetwork troubleshootingElectrical control systemsCustomer trainingTeam supportMS OfficeCommunication

Required

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