Job Overview
The Customer Support Analyst ("CSA") works with a single premier customer ("Client") to provide unparalleled support and assistance on software issues. The CSA will be given the time to fully research issues and explore durable resolution on all open tickets. This is a great opportunity for someone looking to bring a system to perfect. In that sense, it's as much a continuous improvement role as it is a support role. The CSA will work closely will both Bastian internal resources and the Client team to make their system a model for best practices and innovative solutions.
General Job Duties
- Work with Client on short- and long- term plans/strategies for system durability and 100% uptime.
- Manage all Bastian Software Solutions tickets from posting to resolution and RCA where required.
- Troubleshoot root cause of database, PC, and server issues.
- Communicate as needed with Bastian Software Solutions Customer Support and Development.
- Own all Client change management per standards for Viadat software bug fixes and promotes.
- Test and request internal Bastian Software resources as needed for software testing of any changes and fixes to Viadat.
- Work with Client to make sure that valid testing has been completed and verified.
- Schedule time to install approved changes into production.
- Install/fix/update software and drivers for printers used by the Viadat Suite.
- Provide onsite hypercare as needed following system changes.
- Track and thoroughly document all customer issues in our ticketing system.
- Occasionally troubleshoot PLC related issues on Viadat controlled conveyor and crane hardware.
- Occasionally read electric and mechanical drawings of conveyor and crane hardware while troubleshooting.
Superior Performance Objectives
- Meet all requirements of the Customer Support Service contract.
- Manage, test, deploy, and support all Client system changes.
- Maintain warehouse configuration of products, locations, zones, etc. within the both the Production and Test environments.
- Track issues found in testing in TFS with work items following existing processes.
- Work closely with Client team to identify/fix bugs and seek opportunities for continuous improvement.
- Assist the QA group in their efforts as needed to develop test plans and perform testing.
- Ensure all bug fixes, CNAs, etc. adhere to the software development process lifecycle (SPLC).
Travel Requirements:
- 20% overnight travel (Travel expenses paid by Bastian Solutions)
Requirements
- Bachelor of Science, Bachelor's degree in Business or Computer Science.
- Strong analytical skills
- Ability to write and understand complex SQL queries.
- Ability to read and troubleshoot SSRS Reports, Stored Procedures and Triggers.
- Tenacious problem solver (business and technical)
- Excellent verbal and written communication skills
- Enjoys working in the software development and automation technology field
- Strong sense of customer service
- Willing to be on call.
- Must be eligible to work in the USA long term without sponsorship.
About Bastian
Bastian Solutions, a Toyota Advanced 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
- Flexible Work Schedules
- Volunteer Work
- Professional Associations, Conferences and Subscriptions
- Company Meetings & Events
Bastian Solutions does not work outside recruiting agencies. No solicitation phone calls please.
