Customer Support Analyst II

About Kuecker Pulse Integration (KPI)

Kuecker Pulse Integration (KPI) was created in July 2021 through the combination of Kuecker Logistics Group, PULSE Integration and QC Software by private equity firm Ares Management. KPI is a systems integrator that seeks leading technologies in material handling equipment and information systems, combines them with proven design and operational strategies, and delivers scalable solutions that help customers improve operations and become industry leaders.

KPI employs approximately 350 full‑time employees, generates $250 million in revenue, and expects growth to double in size through organic and acquisitive activities.

Schedule I – Rotating 4 days on / 4 days off (10:00 PM EST – 10:00 AM EST). Schedule II – Monday to Friday (2:00 PM EST – 11:00 PM EST).

• Follow up with customers, provide feedback, and resolve problems in a timely manner.
• Ask educated questions, listen actively, and determine root causes of issues.
• Utilize excellent customer‑service skills and exceed customer expectations.
• Collect feedback to identify patterns, resolve recurring issues, and develop FAQs.
• Work through the problem‑solving process with customers, empowering them to troubleshoot future problems.
• Read and interpret XML configuration files.
• Troubleshoot inventory flow using text‑based log files.
• Familiar with database tables and modify SQL queries to track data and resolve issues.
• Troubleshoot PLC control systems without necessarily accessing PLC code.
• Provide product support, including logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure timely resolution.
• Collaborate closely with the development team on customer issues, feedback, and code testing.
• Expand and update the Knowledge Base; share knowledge with team members and clients.
• Ensure proper recording, documentation, and closure using appropriate applications.
• Document user manuals and guides for training purposes.
• Train customers onsite and remotely.
• Test new software releases or software modifications.

• Basic SQL query knowledge
• Java programming logic understanding
• Knowledgeable with all versions of Windows and Windows Server editions
• Basic network troubleshooting skills
• Desktop troubleshooting skills

• Excellent verbal and written communication and organizational skills; interpersonal skills that enable collaboration across a diverse group of people

• Ability to train customers and develop training manuals/SOPs (Standard Operating Procedures)
• Task and action item knowledge in team support or ticketing system usage
• Support phone line testing and switching

• Knowledge of electrical control components/equipment and 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 operating systems, 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 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)

• Training & Development

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.