Technical Support Manager

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

Shift Timings

• 5:30 to 2:30 AM IST (US Shift)
• 8:00 PM to 5:00 AM IST (Night Shift)

Core Competencies:

    Functional

• Technical Skills
• Customer Handling Skills

    Performance Drivers

• Good Communication Skills
• Team management skills

• Learning & Development
• Medical Insurance
• Work Life Balance
• Growth Opportunities