What are the responsibilities and job description for the Software Support (On-site Customer support) position at Bastian Solutions?
Job Overview
The Customer Support Analyst (CSA) works primarily with Premier customers to provide a premium level of support to the customer when needed. The CSA will be given the time to fully research issues and explore durable resolution on all open tickets. This includes testing, documentation, and training the internal team. 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.
When there is not an immediate need at the premium customer sites, there will be an expectation to help support the internal operations team with any technical issues.
Location: Ashland, VA
Job Functions
About Bastian Solutions
Bastian Solutions, a Toyota Automated 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:
The Customer Support Analyst (CSA) works primarily with Premier customers to provide a premium level of support to the customer when needed. The CSA will be given the time to fully research issues and explore durable resolution on all open tickets. This includes testing, documentation, and training the internal team. 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.
When there is not an immediate need at the premium customer sites, there will be an expectation to help support the internal operations team with any technical issues.
Location: Ashland, VA
Job Functions
- 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 Exacta software bug fixes and promotes.
- Test and request internal Bastian Software resources as needed for software testing of any changes and fixes to Exacta.
- 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 Exacta Suite.
- Provide onsite hypercare as needed following system changes.
- Track and thoroughly document all customer issues in our ticketing system.
- Primary responsibility is dedicated to meeting requirements of Customer Support contract
- Once the Deployment Specialist has created the project's environment, work to set up application configuration for a project's modules.
- Gather warehouse configuration from the project manager and set up customer's information on products, locations, zones, etc. within the test environment.
- Interface with the Project Manager and QA team to validate that configurations are working as desired in the project test environment and ensure satisfaction.
- Track issues found in testing in TFS with work items following existing processes.
- Solicits feedback from the Operations team on set-up improvements to help facilitate and streamline implementations and submits to the Project Manager. The goal is to shorten the implementation timeline and improve the quality of the initial install.
- Assist the QA group in their efforts as needed to develop test plans and perform testing.
- The Operations Support Analyst will be an integral participant in testing, debugging, and supporting the Project team through the implementation phase.
- 20% overnight travel (Travel expenses paid by Bastian Solutions)
- 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)
- Enjoys working in the software development and automation technology field
- Excellent verbal and written communication skills
- Must be eligible to work in the USA long term without sponsorship.
About Bastian Solutions
Bastian Solutions, a Toyota Automated 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
