Technical Support Manager - Pune

About Blue Ridge Solutions, Inc

We are Blue Ridge, creators of the leading supply chain platform for distributors, retailers, and manufacturers. Our fast-growing and exciting SaaS supply chain planning platform provides cutting-edge supply chain solutions including forecasting and demand planning, replenishment, S&OP, rough-cut capacity planning, and pricing. Our software helps businesses gain control, improve forecasting precision, reduce costs, improve service levels, and increase profit.

Opportunity

If you have an unwavering commitment to provide outstanding support and service to customers, then we want you on our Team!  Join Blue Ridge as a Technical Support Manager, work as a player/coach and proactively with our customers to improve their operations.  Managing several Technical Support Analyst’s with their daily responsibilities and working alongside to ensure customer satisfaction. 

Responsibilities

The essential duties of the Technical Support Manager are:

·       Take pride in your interactions with our customers and develop positive working relationships both externally and internally

·       Provide technical and user support to our clients; follow the appropriate escalation procedures

·       Write SQL queries to report and analyze our client databases and to be able to debug issues as required

·       Write batch scripts to support our software’s background processes and to be able to debug issues as required

·       Assist with building new client systems utilizing our SaaS solution

·       Respond to client support issues via email and phone

·       Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions

·       Effective and timely communication with customers, co-workers and manager

·       Demonstrates strong analytical and problem-solving skills working independently and with the team

·        Initiative and willingness to go the extra mile for our customers and coworkers

Skills and Qualifications

Education:  Bachelor’s degree in computer science, statistics, supply chain management or similar

Experience: 3+ years’ SQL experience,  1+ years of managing a small team

Other skills/qualities desired include:

·       Self-starter with minimum supervision

·       Able to work in a remote environment on US Eastern Standard time 7am -3pm

·       Strong analytical and problem-solving skills

·       Excellent communication skills both written and verbal

·       Ability to write complex MS SQL queries

·       Proficient in MS Excel (knowledge of pivot tables and data import)

·       Knowledge of IIS

·       Knowledge of file transfer protocols and management of FTP servers

·       Strong attention to detail

·       Strong analytical skills

·       Ability to communicate well with clients and co-workers

·       Interest in learning and developing new technical skills

·       Experience with Atlassian suite of products a plus

·       Experience in Supply Chain Planning or Inventory Management a plus

This a remote position working from Pune India