Technical Support Manager
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Job Description
Technical Support Manager overseeing technical support for clients utilizing our SaaS supply chain platform. Managing a team and developing positive customer relationships is key.
Responsibilities:
- 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.
Requirements:
- Bachelor’s degree in computer science, statistics, supply chain management or similar
- 3+ years’ SQL experience
- 1+ years of managing a small team
- 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
- 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.
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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