Customer Support Engineer
2 days ago
🏡 Remote – Anywhere in California
Description
• 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
• 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) • Training & Development
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