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Bastian Solutions · 2 months ago

Software Support Analyst

Indianapolis, IN

Full-time

Onsite

Entry Level

1+ years exp

Bastian Solutions, a Toyota Automated Logistics company, is an independent material handling and robotics system integrator providing automated solutions. They are seeking a Software Support Analyst I who will troubleshoot software and hardware issues, support production environments, and maintain customer satisfaction through effective communication and problem resolution.

Information TechnologyLogisticsManufacturingRoboticsWarehouse Automation

No H1B

Responsibilities

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

Qualification

SQL QueriesDatabase ManagementTroubleshootingCustomer ServiceCommunication SkillsMicrosoft OfficeMicrosoft ProjectExacta SoftwareAnalytical Skills

Required

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