Customer Support Analyst works primarily with Premier customers to provide a premium level of support to the customer when needed. This includes testing, documentation, and training the internal team. 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.

This position will primarily be working at a customer site in Ashland, VA 23005.

General Job Duties

• Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
• Perform QA functions for any issue resolution from support calls.
• Write and execute complex MS SQL queries
• Develop Reports using 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.
• 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).
• Implement and improve remote monitoring tools for our customer’s systems.
• Participation in an on-call rotation or work an afterhours shift.
• Utilization of the Support Knowledgebase and Ticketing System to troubleshoot issues.
• Routinely log into client databases for data analysis and troubleshooting.
• Resolve application issues with minimal escalations to higher tiers.
• Manage conference calls with key stakeholders.
• Ability to diagnose and troubleshoot C# code.
• Ability to dissect stored procedures.
• Communication with Bastian Software Solutions Customer Support.
• Access to Bastian Solutions online ticketing system – log all tickets to Bastian Software Solutions Support that need additional assistance for resolution.

Travel Requirements

• First 2 weeks of employment requires overnight travel for training
• Duration of Project implementation and post go-live support – 10-15% travel

Requirements

• Must be eligible to work in the USA long term without sponsorship.
• Ability to work onsite in Ashland, VA 23005
• Bachelor of Science, Bachelor's degree in Computer Science, Information Systems, or similar field
• Minimum of 3 years of experience utilizing SQL to compose and troubleshoot intermediate queries, updates, and deletes.
• Minimum 3 years of experience using remote connectivity tools such as e.g., Cisco AnyConnect, Bomgar, TeamViewer, Remote Desktop (RDP) etc.
• Minimum 3 years of experience managing customers and their expectations during high priority calls while troubleshooting. E.g., conference calls with key stakeholders.
• Minimum 3 years of experience analyzing application logs.
• Minimum 3 years of experience supporting software.
• Minimum 3 years of experience of general Windows troubleshooting.
• Minimum 2 years of experience working with Internet Information Systems (IIS).
• Strong analytical skills and problem solving capabilities (both technical and business)
• Excellent verbal and written communication skills
• Enjoys working in the software development and automation technology field
• Strong sense of customer service

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.