Onsite Software Support

Toyota Industries Corporation•King of Prussia, PA

6d•Onsite

About The Position

The Customer Support Analyst (CSA) works primarily with Premier customers to provide a premium level of support. The CSA will be given the time to fully research issues and explore durable resolutions on all open tickets, including testing, documentation, and training the internal team. This role is a blend of continuous improvement and support, aiming to make the customer's system a model for best practices. When not actively supporting premium customers, the CSA will assist the internal operations team with technical issues.

Requirements

Must be eligible to work in the USA long term without sponsorship.
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
Strong sense of customer service
Team player
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.

Responsibilities

Work with Client on short- and long- term plans/strategies for system durability and 100% uptime.
Manage all Toyota Automated Logistics Software Solutions tickets from posting to resolution and RCA where required.
Troubleshoot root cause of database, PC, and server issues.
Communicate as needed with Toyota Automated Logistics Software Solutions Customer Support and Development.
Own all Client change management per standards for Exacta software bug fixes and promotes.
Test and request internal Toyota Automated Logistics 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.
Set up application configuration for a project's modules once the Deployment Specialist has created the project's environment.
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.
Solicit feedback from the Operations team on set-up improvements to help facilitate and streamline implementations and submits to the Project Manager.
Assist the QA group in their efforts as needed to develop test plans and perform testing.
Be an integral participant in testing, debugging, and supporting the Project team through the implementation phase.