Apply on Employer Site

Bastian Solutions · 4 hours ago

Software Support Analyst (1st shift)

Indianapolis, IN

Full-time

Hybrid

Entry Level

$70K/yr - $100K/yr

1+ years exp

Bastian Solutions is an independent material handling and robotics system integrator providing automated solutions for distribution, manufacturing, and order fulfillment centers. The Support Analyst will be responsible for troubleshooting software and hardware issues, maintaining customer satisfaction, and documenting customer issues in a ticketing system.

Information TechnologyLogisticsManufacturingRoboticsWarehouse Automation

No H1B

Hiring Manager

Olivia McLaughlin

Responsibilities

With little guidance perform QA functions for any issue resolution from support calls

With little 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

Performs monthly customer meetings for priority clients

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

Act as a champion and a liaison internally for our customers for all database, reporting and daily stats issues

Ensure customer satisfaction for at least two priority clients

Qualification

Advanced SQL QueriesSSRS ReportsTroubleshootingDatabase ManagementCustomer ServiceAnalytical SkillsMicrosoft OfficeSource Code ReviewCommunication Skills

Required

Must be eligible to work in the USA long term without sponsorship

Bachelor's degree required

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 an Analyst I

Excellent customer service skills. Remain positive and calm under pressure

Excellent troubleshooting abilities and analytical skills

Ability to write and understand Advanced SQL Queries

Ability to modify and create SSRS Reports, Stored Procedures and Triggers

Ability to review and use Source Code to troubleshoot issues

Superior oral and written communication skills