Onsite Software Support

This position is onsite at a customer location in Bristol, PA 19007.

About the role

The Customer Support Analyst (CSA) works primarily with Premier customers to provide a premium level of support, including thorough research, testing, documentation, and training for durable issue resolution. This role blends continuous improvement with support, aiming to perfect systems and establish best practices. The CSA collaborates with Toyota Automated Logistics internal resources and the client team to create innovative solutions. When not supporting premium customers, the CSA assists the internal operations team with technical issues.

Responsibilities

• Work with the client on short- and long-term plans/strategies for system durability and 100% uptime.
• Manage all Toyota Automated Logistics Software Solutions tickets from posting to resolution and root cause analysis (RCA) where required.
• Troubleshoot root cause of database, PC, and server issues.
• Communicate as needed with Toyota Automated Logistics Software Solutions Customer Support and Development.
• Own all client change management per standards for Exacta software bug fixes and promotes.
• Test and request internal Toyota Automated Logistics Software resources for software testing of changes and fixes to Exacta.
• Work with the client to ensure valid testing is completed and verified.
• Schedule and install approved changes into production.
• Install, fix, or update software and drivers for printers used by the Exacta Suite.
• Provide onsite hypercare as needed following system changes.
• Track and thoroughly document all customer issues in the ticketing system.
• Set up application configuration for project modules once the Deployment Specialist has created the project environment.
• Gather warehouse configuration from the project manager and set up customer information (products, locations, zones, etc.) within the test environment.
• Interface with the Project Manager and QA team to validate configurations in the test environment and ensure satisfaction.
• Track issues found in testing in TFS with work items following existing processes.
• Solicit feedback from the Operations team on setup improvements to streamline implementations and submit to the Project Manager.
• Assist the QA group in developing test plans and performing testing, including debugging and supporting the Project team through implementation.

Requirements

• Must be eligible to work in the USA long-term without sponsorship.
• Bachelor of Science or Bachelor’s degree in Business or Computer Science.
• Strong analytical skills.
• Ability to write and understand complex SQL queries.
• Ability to read and troubleshoot SSRS Reports, Stored Procedures, and Triggers.
• Tenacious problem solver (business and technical).
• Enjoys working in the software development and automation technology field.
• Excellent verbal and written communication skills.
• Strong sense of customer service.
• Team player.
• Must maintain a valid driver’s license and passport.
• 10-20% overnight travel (travel expenses paid by Toyota Automated Logistics).

Employees must follow all information security policies, protect confidential data, complete required training, and report any suspected security incidents.

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

About Toyota Automated Logistics

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