KPI SolutionsKS

Customer Support Analyst II

KPI Solutions provides end-to-end supply chain services and automation to transform clients' distribution operations, offering consulting, design, implementation, and support for flexible and scalable engineered solutions.

KPI Solutions

Employee count: 201-500

United States only

About Kuecker Pulse Integration (KPI)

Created in July 2021 as a result of combination of Kuecker Logistics Group, PULSE Integration and QC Software by private equity firm Ares Management, Kuecker Pulse Integration (KPI) is a systems integrator that seeks out leading technologies within the areas of material handling equipment and information systems and combines them with proven design and operational strategies to help improve our customers’ operations. Our talented group of industry experts combine the powers of scalable material handling systems, innovative software and custom automation engineering for complete, unique solutions that help companies, across a broad spectrum of industry segments, become leaders in their industries. We are equipment agnostic, and our solutions incorporate leading technologies such as mobile robots, automated storage and retrieval systems (ASRS), automated guided vehicles (AGV), goods-to-person technology, sortation, and conveyor. KPI currently has approximately 200 FTEs and $150m 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 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 - 10:00 AM)

  • 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

Preferred Skills:

  • 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

  • Health Care Plan (Medical, Dental Vision)
    • Retirement Plan (401k, IRA)
    • Life Insurance (Basic, Voluntary ADD)
    • Paid Time Off (Vacation, Sick Public Holidays)
    • Family Leave (Maternity, Paternity)
    • Short Term Long Term Disability
    • Training Development
    • 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 ADD 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)


  • 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.

About the job

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Posted on

Job type

Full Time

Experience level

Mid-level

Location requirements

Hiring timezones

United States +/- 0 hours

About KPI Solutions

Learn more about KPI Solutions and their company culture.

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At the heart of KPI Solutions is a mission to partner with clients, providing innovative solutions and expertise that empower their quest for higher performance. The company's culture is built on enabling excellence to drive client success, boost company growth, and establish long-range goals. This is achieved by fostering a shared vision and encouraging innovative approaches to problem-solving. KPI Solutions thrives on enhancing operational strategy by empowering its teams. Their vision is the relentless pursuit of the right solution for each client, ensuring that all investments are cost-justified. This client-centric approach is fundamental to their operations, as they aim to deliver successful projects that enable clients to meet the challenging needs of a fast-evolving market.

KPI Solutions is committed to a data-driven operations strategy that delivers resilient designs. Their technology-neutral approach allows for a blend of automated technologies to create customized solutions tailored to unique client needs. This commitment extends to optimizing warehouse productivity, building resilience in the face of uncertainty, and providing flexibility and agility to adapt as needed. The company values its talented associates and focuses on working alongside them to deliver innovative engineered designs combined with proven automation and robotic technology, intelligent warehouse execution software, and lifetime services. With a history rooted in material handling integration since 1971 (WEPCO) and 1980 (Kuecker Logistics Group), KPI Solutions was officially formed in 2021, bringing together decades of experience to transform distribution operations. They emphasize long-term partnerships and leverage their expertise and creativity to ensure client success.

Employee benefits

Learn about the employee benefits and perks provided at KPI Solutions.

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Family Leave

Eligible employees have access to family leave.

Paid Time Off

Eligible employees have access to paid time off.

Life Insurance

Eligible employees have access to life insurance.

Healthcare

Eligible employees have access to healthcare benefits.

View KPI Solutions's employee benefits
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KPI Solutions

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KPI Solutions hiring Customer Support Analyst II • Remote (Work from Home) | Himalayas