Software Support Analyst

Toyota Industries•Indianapolis, IN

About The Position

The Software Support Analyst works in the Software Support division, remotely supporting production environments around the world to resolve issues and minimize their impact. This customer-facing role troubleshoots software and hardware, including in-house and third-party applications, databases, queries, reports, and customer systems. The analyst may also promote a software fix and is responsible for helping keep customers’ operations running smoothly. The position is scheduled for first shift, Wednesday through Saturday, and includes 15% overnight travel to customer sites; travel expenses are paid by Toyota Automated Logistics. Participation in an on-call and/or escalation rotation is required. Toyota Automated Logistics combines Bastian Solutions, Vanderlande’s warehousing business, and viastore under one brand to provide warehouse automation systems, software, and life-cycle services. Employees are expected to follow information security policies, protect confidential data, complete required training, and report suspected security incidents.

Requirements

Bachelor’s degree required.
At least one year of experience troubleshooting Exacta as a Specialist II.
Strong computer skills, including Microsoft Office, Microsoft Project, and databases such as SQL Server and Oracle; classroom database experience is acceptable.
Excellent customer service skills.
Ability to remain positive and calm under pressure.
Strong troubleshooting 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

Degree in Computer Science or Information Systems preferred.

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 to analysts, developers, or sales consultants as appropriate.
Work with developers, analysts, and project managers in the software development lifecycle.
Build proactive working relationships with customers and internal resources.
Visit customer sites to perform preventative maintenance intended to 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, 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, safeguard confidential data, complete required training, and report suspected security incidents.