What are the responsibilities and job description for the Customer Support Specialist position at Bastian Solutions?
Join our dynamic team as a Customer Support Specialist, where you'll collaborate closely with our Premier customers to deliver exceptional support. You will engage in testing, documentation, and training for our internal team while stepping in to assist with technical issues in our operations team as needed.
Location : This position will primarily be working at a customer site in Ashland, VA 23005.
Key Responsibilities
- Provide outstanding customer service as measured by customer surveys and satisfaction during support renewals.
- Conduct quality assurance functions for issue resolutions stemming from support calls.
- Write and execute complex MS SQL queries to enhance troubleshooting capability.
- Create insightful reports using SQL Server Reporting Services (SSRS).
- Analyze and recreate customer-reported issues through detailed dataset creation.
- Troubleshoot software issues by reviewing database log files.
- Document all customer issues meticulously in our ticketing system.
- Determine whether issues reported by customers are due to changes or bugs and communicate findings to relevant teams.
- Demonstrate a solid understanding of the software development lifecycle (SDLC) in interaction with developers, analysts, and project managers.
- Build and maintain positive, proactive relationships with customers and internal teams.
- Visit customer sites to conduct preventative maintenance for improved stability of Exacta software.
- Implement and enhance remote monitoring tools for client systems.
- Participate in an on-call rotation or work after-hours shifts when necessary.
- Utilize the Support Knowledgebase and Ticketing System for effective issue resolution.
- Log into client databases for thorough data analysis and troubleshooting.
- Resolve application-related issues with minimal escalation.
- Facilitate conference calls with key stakeholders.
- Diagnose and troubleshoot C# code and dissect stored procedures efficiently.
- Collaborate with Bastian Software Solutions Customer Support for advanced resolutions.
- Log tickets into Bastian Solutions online ticketing system for additional support needs.
Travel Expectations
Qualifications
About Bastian Solutions
Bastian Solutions, a Toyota Advanced Logistics company, is a leading independent integrator dedicated to providing automated solutions for distribution, manufacturing, and order fulfillment centers globally. Our expertise spans consulting, system design, project management, maintenance, and installation, ensuring we meet the unique needs of our clients with flexibility and exemplary service.
We offer a competitive benefits package including :
Bastian Solutions does not engage with external recruiting agencies. No solicitation calls, please.
