Job Overview
Are you afraid of falling into the rut of doing the same thing day in day out Join Bastian Solutions Unified Support Team - no problem is the same and no day is the same!
This is not your standard desktop support role. Bastian Software Solutions is currently looking for individuals with strong software troubleshooting and technical skills to join our Unified Support Team.
This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports distribution environments all around the globe to resolve issues and minimize the impact to production.
Our team troubleshoots both software and hardware issues. As a Support Specialist you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, writing and working with complex queries, database management, indexing, and potentially promoting a software fix.
You will be able to take pride in your work and be personally responsible for keep our customers multi-million dollar operations running smoothly.
General Job Duties
- Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
- Perform QA functions for any issue resolution from support calls.
- Develop Reports using 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.
- 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).
- Implement and improve remote monitoring tools for our customer's systems.
- Participation in an on-call rotation or work an afterhours shift.
- Utilization of the Support Knowledgebase and Ticketing System to troubleshoot issues.
- Routinely log into client databases for data analysis and troubleshooting.
- Resolve application issues with minimal escalations to higher tiers.
- Manage conference calls with key stakeholders.
- Ability to dissect stored procedures.
Requirements
- Please note this position is not remote, our company supports a hybrid work model which requires individuals to come in a few times a week.
- Bachelors in CIS or related field or experience.
- Minimum of 1 years of experience utilizing SQL to compose and troubleshoot intermediate queries, updates, and deletes.
- Minimum 1 years of experience using remote connectivity tools such as e.g., Cisco AnyConnect, Bomgar, TeamViewer, Remote Desktop (RDP) etc.
- Minimum 1 years of experience managing customers and their expectations during high priority calls while troubleshooting. E.g., conference calls with key stakeholders.
- Minimum 1 years of experience analyzing application logs.
- Minimum 1 years of experience supporting software.
- Minimum 1 years of experience of general Windows troubleshooting.
- Minimum 1 years of experience working with Internet Information Systems (IIS).
- Strong computer skills including: Microsoft Office, and Microsoft Project.
- Willing to travel 5-10%. Travel includes site visits for preventative maintenance and support of critical issues.
- Excellent customer service skills. Remain positive and calm under pressure.
- Excellent troubleshooting abilities and analytical skills.
- Superior oral and written communication skills.
