Software Support Analyst

Toyota Industries Corporation•Indianapolis, IN

7h•Hybrid

About The Position

The Support Analyst role is within the Software Support division at Toyota Automated Logistics. This customer-facing position requires strong technical skills, a passion for troubleshooting, and excellent communication and customer service abilities. The team remotely supports global production environments to resolve issues and minimize impact. Responsibilities include troubleshooting in-house and third-party software and hardware issues, data mining, report building, working with complex queries, database management, indexing, and potentially promoting software fixes. The role offers varied challenges daily, ensuring that the company's multi-million dollar customer operations run smoothly.

Requirements

Bachelor’s degree required
Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle)
Minimum one year of experience troubleshooting Exacta as a Specialist II
Excellent customer service skills
Excellent 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
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

Nice To Haves

Degree in Computer Science or Information Systems preferred

Responsibilities

With guidance perform QA functions for any issue resolution from support calls.
With guidance 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).
Participation in an on call and/or escalation rotation.
Handles escalations or consultations from application support specialist.
Develop Reports using Crystal Management and 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.
Implement and improve remote monitoring tools for our customer’s systems.
Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
Ability to work with specialist and provide feedback and/or guidance to resolve an issue.
Ensure escalated issues are recorded in knowledgebase.