Customer Support Analyst (On-Site)

Socket.dev; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) with match

Vacation / Holiday Pay

Tuition Reimbursement

Volunteer time off

Job summary

Toyota Automated Logistics seeks a Customer Support Analyst to work on premium customer support for Exacta software, testing, documentation, and internal training. The role is on-site at a customer location in Mooresville, IN, with occasional collaboration across the internal operations team.

You will write and run MS SQL queries, manage change control for bug fixes and promotions, test configurations, and assist with deployments and QA.

Qualifications

• Bachelor's degree in Business or Computer Science.
• 2+ years of experience writing and executing MS SQL queries.
• Strong analytical and problem solving abilities.
• Excellent verbal and written communication skills.
• Strong sense of customer service and teamwork.
• Ability to work long-term without sponsorship.

Responsibilities

• Write and execute MS SQL queries for testing and production tasks.
• Manage change for Exacta bug fixes and promotions per standards.
• Test and validate changes with the customer and internal QA.
• Schedule installation of approved changes into production.
• Support printers, software, and drivers for the Exacta suite.
• Troubleshoot PC issues and liaise with TAL Software Support.
• Contribute to project deployment and environment setup.
• Assist QA with test plans and execution during implementations.

Skills

MS SQL queries

Analytical skills

Verbal communication

Written communication

Customer service

Team player

Problem solving

Education

Bachelor of Science in Business or Computer Science

Tools

TFS

Exacta system

Job description

Job Overview:

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 be based on-site at a customer location in Mooresville, IN.

Job Functions:

• 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 TAL 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 TAL Software Customer Support.
• Access to TAL online ticketing system – log all tickets to TAL Software 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.

Travel Requirements:

• 5% overnight travel (Travel expenses paid by Toyota Automated Logistics)

Preferred Skills and Required Qualifications :

• 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 able to work long-term without the need of 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.

About Toyota Automated Logistics:

Toyota Automated Logistics is your global partner for integrated warehouse automation. Our team combines the talents of Bastian Solutions, Vanderlande’s warehousing business and viastore under one brand to deliver scalable systems, intelligent software and life-cycle services.

In addition to exciting work at a growing company, we offer the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation / Holiday Pay
• Paid Volunteer time off
• Tuition Reimbursement
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events

Toyota Automated Logistics does not work with outside recruiting agencies. No solicitation phone calls please.