Job Description
Stellar is looking for a Technical Support Manager to providing International Support to its B2B Customers.
This role involves delivering application support, troubleshooting issues, and managing problem resolution.
Key Responsibilities
- Manage a technical support team
- 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 -13 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
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Strong experience in Application & Product Support
- Proficient in Troubleshooting and Problem Management