Technical Support Manager

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