Customer Support Analyst - Remote

Overview

The Customer Support Analyst is responsible for providing outstanding customer service to both external and internal clients, ensuring accuracy, timely feedback, and customer satisfaction.

In Short

• Follow up with customers and resolve issues promptly.
• Ask educated questions to determine root causes of problems.
• Utilize excellent customer service skills to exceed expectations.
• Analyze feedback to identify patterns and improve troubleshooting.
• Read XML configuration files and troubleshoot inventory flow.
• Modify SQL queries for data analysis and issue resolution.
• Provide product support and document customer issues.
• Work with the development team on customer feedback and testing.
• Update the Knowledge Base and train customers.
• Test new software releases or modifications.

Requirements

• Basic understanding of SQL queries and Java programming logic.
• Knowledgeable with Windows and Windows Server Edition.
• Basic network troubleshooting skills.
• Excellent communication and organizational skills.
• Ability to train customers and develop SOPs.
• Experience with electrical control systems and troubleshooting.
• Familiarity with PLC/Networking communication protocols.
• Proficient in MS Office and PowerPoint.

Benefits

• Medical, Dental, and Vision Insurance.
• 401(k) Retirement Plan.
• Company-paid Life Insurance and Disability Insurance.
• Wellness Program and Paid Time Off.
• Training and Development opportunities.