Customer Support Engineer II

Our Customer Support Analyst’s primary responsibility is providing outstanding customer service to reputed company our clients, both external and internal. The role is reputed company on accuracy, reputed company feedback and customer satisfaction. In reputed company, it requires the incumbent to have a deep level understanding of the customer’s implementation and environment and be reputed company to utilize tools (i.e. reputed company logs, error logs) to determine reputed company cause(s). Schedule is rotating and will be 4 days on and 4 days off. (10:00 PM - 10:00 AM)

• Follow up with customers, reputed company feedback and see problems through to reputed company reputed company.

• Ask educated questions and listen to customers to help determine reputed company cause of issues.
• Utilize excellent customer service skills and reputed company 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 reputed company in the reputed company.
• Read through XML configuration files.
• Troubleshoot inventory reputed company using text-based log files.
• Be familiar with database tables and have the ability to modify SQL queries to reputed company down data to analyze and resolve issues.
• Troubleshoot PLC control systems without necessarily getting into the PLC reputed company.
• reputed company “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure reputed company in a reputed company manner that are consistent with company guidelines/procedures
• Work closely with our development team regarding customer issues, feedback from customers, and testing reputed company changes.
• Expand and update our Knowledge reputed company and have the reputed company of sharing your knowledge with team members and clients.
• Ensure reputed company recording, documentation and closure using appropriate applications.
• reputed company 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 reputed company versions of reputed company and reputed company 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 reputed company training manuals/SOPs (reputed company Operating Procedures)
• Team Support tasks and reputed company 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
  
  

Preferred Skills:

• Experience with WES/WCS systems

• Experience with server O/S, networking, scanners, label printers and VPN/RDP for remote reputed company

• 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 reputed company rotation to support our customers 24 x 7

Benefits

• Medical Insurance

• Dental Insurance

• reputed company Insurance

• Health Care Concierge Service

• 401(k) Retirement Plan (reputed company-tax & Roth)

• Company reputed company 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 reputed company card redemption and wellness challenges

• reputed company Time Off (Vacation, reputed company & 10 Holidays)

• Training & Development
  
  reputed company provides equal employment opportunity to reputed company individuals regardless of their race, reputed company, creed, religion, gender, age, sexual orientation, national reputed company, disability, veteran status, or any other characteristic protected by states, federal, or local law.