Software Support Analyst

Job Overview

The Support Analyst I is a role within our Software Support division. The ideal candidate for this position will have strong technical skills and a passion for troubleshooting. This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production. The software support team troubleshoots both software and hardware issues. As an Application Support Analyst I you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, report building, writing and working with complex queries, database management, indexing, and potentially promoting a software fix. Are you afraid of falling into the rut of doing the same thing day in day out? No problem is the same and no day is the same. You will be able to take pride in your work and be personally responsible for keeping our customers multi-million dollar operations running smoothly.

Shift: 2nd Shift (1:00pmEST-10:00pmEST)

• Eastern/Central time zones: 12:00 PM – 9:00 PM EST, Tuesday–Saturday or Sunday-Thursday

Job Functions

• With guidance perform QA functions for any issue resolution from support calls.
• With guidance track and thoroughly document all customer issues in our ticketing system.
• As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
• Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts and project managers.
• Facilitate positive proactive working relationships with customers and internal resources.
• Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software)
• Participation in an on call and/or escalation rotation.
• Handles escalations or consultations from application support specialist.
• Develop Reports using Crystal Management and SQL Server Reporting Services (SSRS).
• Create datasets to analyze and recreate issues reported by customers.
• Ability to look through database log files to troubleshoot software issues.
• Implement and improve remote monitoring tools for our customer's systems.
• Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
• Ability to work with specialist and provide feedback and/or guidance to resolve an issue.
• Ensure escalated issues are recorded in knowledgebase.

Travel Requirements:

• 15% overnight travel (Travel expenses paid by Bastian Solutions)

Preferred Skills and Required Qualifications

• Bachelor's degree required, degree in Computer Science or Information Systems preferred.
• Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle). Classroom experience with Databases OK
• Minimum one year of experience troubleshooting Exacta as a Specialist II.
• Excellent customer service skills. Remain positive and calm under pressure.
• Excellent troubleshooting abilities and analytical skills.
• Ability to write and understand SQL Queries.
• Superior oral and written communication skills.
• Must be eligible to work in the USA long term without sponsorship.

About Bastian Solutions:

Bastian Solutions, a Toyota Automated Logistics company, is an independent material handling and robotics system integrator providing automated solutions for distribution, manufacturing, and order fulfillment centers around the world. Our team specializes in consulting, system design, project management, maintenance, and installation, while sourcing the best equipment and automation technology. We take great pride in providing exceptional service and flexibility to our customers.

In addition to exciting work at a growing company, we offer the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation/Holiday Pay
• Tuition Reimbursement
• Volunteer Work
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events

Bastian Solutions does not work outside recruiting agencies. No solicitation phone calls please.