Job Description
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 skills
Shift Timings
5:30 to 2:30 AM IST (US Shift)
8:00 PM to 5:00 AM IST (Night Shift)
Perks
Learning & Development
Medical Insurance
Work Life Balance
Growth Opportunities
Cab Facility
Meal Benefits
Job Skills
Good Communication
Technical Skills
