Software Support Analyst

Toyota Industries Corporation•Indianapolis, NV

About The Position

The Software Support Analyst is part of the Software Support division and remotely supports global production environments to resolve issues and minimize operational impact. This customer-facing role troubleshoots software and hardware issues, including in-house and third-party applications, data, reports, complex queries, and databases. The analyst may also promote software fixes and is responsible for helping keep customers’ operations running smoothly. The role works with developers, analysts, project managers, specialists, and other internal teams, and includes customer-site visits for preventative maintenance. The position is scheduled for first shift, Wednesday through Saturday, and includes 15% overnight travel, with travel expenses paid by Toyota Automated Logistics.

Requirements

Bachelor’s degree required; a degree in Computer Science or Information Systems is preferred.
Strong computer skills, including Microsoft Office, Microsoft Project, and databases such as SQL Server and Oracle; classroom database experience is acceptable.
At least one year of experience troubleshooting Exacta as a Specialist II.
Excellent customer service skills and the ability to remain positive and calm under pressure.
Strong troubleshooting abilities and analytical skills.
Ability to write and understand SQL queries.
Superior oral and written communication skills.
Must be eligible to work in the USA long term without sponsorship.

Nice To Haves

A degree in Computer Science or Information Systems.
Experience with SQL Server and Oracle databases; classroom database experience is acceptable.

Responsibilities

Perform QA functions, with guidance, for issue resolutions resulting from support calls.
Track and thoroughly document customer issues in the ticketing system, with guidance.
Diagnose reported issues as changes or bugs and communicate them appropriately to analysts, development staff, or sales consultants.
Work with developers, analysts, and project managers in the software development lifecycle (SDLC).
Build positive, proactive working relationships with customers and internal resources.
Visit customer sites to perform preventative maintenance that can improve the stability and control of Exacta software.
Participate in an on-call and/or escalation rotation.
Handle escalations or consultations from application support specialists.
Develop reports using Crystal Management and SQL Server Reporting Services (SSRS).
Create datasets to analyze and recreate customer-reported issues.
Review database log files to troubleshoot software issues.
Implement and improve remote monitoring tools for customer systems.
Provide superior customer service, as measured through customer surveys and support-renewal satisfaction.
Work with specialists and provide feedback or guidance to resolve issues.
Ensure escalated issues are recorded in the knowledge base.
Follow information security policies, protect confidential data, complete required training, and report suspected security incidents.