On-Site Software Support Engineer

Bastian Material Handling•Novi, MI

35d•Onsite

About The Position

Bastian Solutions is seeking a Customer Support Analyst to work on-site at a customer to provide premium level software support on Bastian's custom software, Exacta. 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 Burton, MI 48509.

Requirements

Bachelor of Science, Bachelor's degree in Business or Computer Science.
2+ years of experience writing and executing MS SQL queries
Strong analytical skills
Excellent verbal and written communication skills
Enjoys working in the software development and automation technology field
Strong sense of customer service
Team player
Excellent problem solving capability (business and technical)
Must be eligible to work in the USA long term without sponsorship.

Responsibilities

Write and execute MS SQL queries
Manage all change management per standards for Exacta software bug fixes and promotes
Create/manage the change through the Exacta system with approvals etc.
Test and request internal Bastian Software resources as needed for software testing of any changes and fixes to Exacta. Work with the customer to make sure that valid testing has been completed and verified.
Schedule time to install the approved tested changes into production.
Software and drivers for printers used by the Exacta Suite.
Printers - troubleshoot local printing for all pack stations, manifest stations and office stations that label printers to print from the Exacta applications.
Troubleshoot root cause of isolated PC issues for all Exacta stations mentioned above.
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.
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.