Customer Support Analyst II

Overview

About KPI (Kuecker Pulse Integration). Created in July 2021 as a result of the combination of Kuecker Logistics Group, PULSE Integration and QC Software by Ares Management. KPI is a systems integrator that seeks out leading technologies in material handling equipment and information systems and combines them with proven design and operational strategies to help improve our customers’ operations. KPI uses equipment-agnostic solutions that incorporate technologies such as mobile robots, AS/RS, AGV, goods-to-person technology, sortation, and conveyor.

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

Our Customer Support Analyst’s primary responsibility is providing outstanding customer service to all our clients, both external and internal. The role focuses on accuracy, timely feedback and customer satisfaction. It requires a deep understanding of the customer’s implementation and environment and the ability to utilize tools (e.g., scanner logs, error logs) to determine root causes. The schedule is rotating and will be 4 days on and 4 days off (10:00 PM EST – 10:00 AM EST).

• Follow up with customers, provide feedback and see problems through to timely resolution.
• Ask educated questions and listen to customers to help determine root causes 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 ease 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 is consistent with company guidelines/procedures.
• Work closely with the development team regarding customer issues, feedback from customers, and testing code changes.
• Expand and update our 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.

• 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, along with interpersonal skills that enable 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 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 Power Point

• Experience with WES/WCS systems
• Experience with server OS, 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

• 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
• Milk Stork Program
• Wellness Program with gift card redemption and wellness challenges
• Paid Time Off (Vacation, Sick & 10 Holidays)

KPI Solutions provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.