Software Support Team Lead Job Overview:The Support Team Lead will be responsible for training, mentoring, and leading a team of Support Specialist to provide software troubleshooting customer service. The ideal candidate will possess strong technical skills and have a passion for back-end software troubleshooting. 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 software support team troubleshoots both software and hardware issues. As a Lead Support Specialist, 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. In addition, you will have up to five direct reports.
Shift:- 2nd shift (3-11pm EST) Tuesday - Saturday
Job Functions:- Monitor Support KPIs for direct reports.
- Ensure direct reports complete required customer training and connection credentials are maintained.
- Write SQL queries.
- 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)
- Performs annual reviews for direct reports.
- Assist in training new hires.
- Complete and review quarterly incentives for all direct reports.
- 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).
- Demonstrate leadership skills (as measured by our employee feedback).
Travel Requirements: - 15% overnight travel (Travel expenses paid by Toyota Automated Logistics)
Required Qualifications and Preferred Skills:- Bachelor's degree is highly preferred; degree in Computer Science or Information Systems preferred.
- Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle).
- Microsoft SQL experience
- Previous and recent experience with back-end software troubleshooting
- Previous experience in a Team Lead, Supervisor, or Leadership role
- Excellent customer service skills. Remain positive and calm under pressure.
- Excellent troubleshooting abilities and analytical skills.
- Superior oral and written communication skills.
- Must be eligible to work in the USA long term without 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.
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.
