Support Analyst

Job Overview

Bastian Software Solutions is currently looking for individuals with strong technical skills and a passion for troubleshooting to join our Support group. This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production.

Our team troubleshoots both software and hardware issues. As an Application Support Analyst III you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, report building, writing and working with complex queries, database management, indexing, and potentially promoting a software fix. Are you afraid of falling into the rut of doing the same thing day in day out? No problem is the same and no day is the same. You will be able to take pride in your work and be personally responsible for keep our customers multi-million-dollar operations running smoothly.

Experience: 1-3 Years

Qualification: BE Computer Science /IT ,MCA

General Job Duties

• Perform QA functions for any issue resolution from support calls.
• 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.
• Performs monthly customer meetings for priority clients.
• Act as first point of contact for development.

Superior Performance Objectives

• 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.
• Act as a champion and a liaison internally for our customers for all database, reporting and daily stats issues.
• Ensure customer satisfaction for at least three priority clients.

Requirements

• Degree/Education Required
• Strong computer skills including Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle). Classroom experience with Databases OK
• Willing to travel 15-20% Travel includes site visits for preventative maintenance and support of critical issues.
• Minimum one year of experience troubleshooting Exacta as an Analyst II.
• Excellent customer service skills. Remain positive and calm under pressure.
• Excellent troubleshooting abilities and analytical skills.
• Ability to write and understand Advanced SQL Queries.
• Ability to modify and create SSRS Reports, Stored Procedures and Triggers.
• Ability to review and use Source Code to troubleshoot issues.
• Ability to diagnose and fix source code.
• Superior oral and written communication skills.