Technical Support Manager

  • Technical Support- BitRaser
  • Gurugram
  • May 14, 2025

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

 

 








Job Skills

  • Good Communication
  • Technical Skills