Customer Support Analyst II - Remote Eligible

Customer Support Analyst

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 (10:00 PM EST - 10:00 AM EST).

Responsibilities include:

• 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.

KPI currently has approximately 350 FTEs and $250m revenue with growth expected to double in size (at a minimum) through organic and acquisitive activities.