Technical Support Manager/ Senior Manager

Job highlights

• Team management skills: Should have handled a team and worked with different departments .
• Assisting prospects in evaluation of the software as and when required .
• Enable Performance Improvement of the team by measuring relevant KPIs . Technical Support Experience with B2B Support .
• Good Communication Skills .

Stellar is looking for a Technical Support Manager for providing International Support to its B2B Customers.
This role involves delivering application support, troubleshooting issues, and managing problem resolution.

Key Responsibilities

• Manage a team of technical support executives

• Assist B2B customers regarding any variant of BitRaser software

• Responsible for handling the Technical Support queries of the existing key customers

• Create and Execute SLA for response

• Ensure that escalated issues are resolved timely

• Work with R&D team to get bugs fixed on priority

• Benchmark and Achieve Customer Satisfaction NPS

• Conduct Team Training on regular basis to keep team up-to-date with newer technology and issues

• Assisting prospects in evaluation of the software as and when required

• Managing and handling closed accounts for efficient customer retention

• Log issues in CRM

• Maintain features and issue reports

  Desired Experience

• A Total experience of 10 -12 years is required in handling B2B support

• Out of the total experience, minimum 50% experience must be in International Software/Hardware Support

• Enable Performance Improvement of the team by measuring relevant KPIs

• Technical Support Experience with B2B Support

• Build relationship with Client personnel and be SPOC for critical issues, improvements, and escalations

  Key Skills

• Technical Skills: Good knowledge of computer hardware, IT infrastructure, networking, cloud platforms, cybersecurity and API

• Customer Handling Skills: Should have Empathy

• Outstanding Communication Skills Written and Oral

• Team management skills: Should have handled a team and worked with different departments

• Approaches complex tickets with curiosity, identifies themes without prompting, able to investigate across multiple areas to "connect the dots" independently

  Qualification

• B.Tech/M.Tech/BCA/MCA (Computer Science or IT) / Diploma in Computer

  Core Competencies

Functional

• Technical Skills
• Customer Handling Skills

Performance Drivers

• Good Communication Skills
• Team management skill