Job Overview:
The Support Analyst 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 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 keep our customers multi-million dollar operations
running smoothly.
Shift:
Sun - Wed 7am - 6pm EST
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 Toyota Automated Logistics)
Required Qualifications and Preferred Skills:
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.
Employees must follow all information security policies, protect confidential
data, complete required training, and report any suspected security incidents
to support our information security controls.
About Toyota Automated Logistics:
Toyota Automated Logistics is your global partner for integrated warehouse
automation. Our team combines the talents of Bastian Solutions, Vanderlande’s
warehousing business and viastore under one brand to deliver scalable systems,
intelligent software and life-cycle services.
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
Paid Volunteer time off
Tuition Reimbursement
Professional Associations, Conferences and Subscriptions
Company Meetings & Events
Toyota Automated Logistics does not work with outside recruiting agencies. No
solicitation phone calls please.