Support Analyst 1 Job in Bangalore at Bastian Solutions India Pvt. Ltd.

Bastian Solutions is hiring for the role of Support Analyst 1!

Responsibilities:

• 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:

• 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.