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Stellar Information Technology
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Technical Support Manager/ Senior Manager

Technical Support Manager/ Senior Manager

Stellar Information Technology

10 - 12 years

11 - 16 Lacs

gurugram

Posted:1 day ago| Platform:

Apply

Skills Required

computer science application support team management computer hardware pdf networking customer retention troubleshooting technical support crm

Work Mode

Work from Office

Job Type

Full Time

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 skill

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