• 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.