Technical Support Manager/ Senior Manager
- Stellar Information
- 10 - 12 years
- Noida, Gurugram
- 5 months ago
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Job Description
This role involves delivering application support, troubleshooting issues, and managing problem resolution.
- 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
- Technical Skills
- Customer Handling Skills
- Good Communication Skills
- Team management skill
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: TelecomRole: Telecom - OtherEmployement Type: Full timeContact Details:
Company: Stellar InformationLocation(s): Noida, Gurugram
Keyskills: Computer science Application support Team management Computer hardware PDF Networking Customer retention Troubleshooting Technical support CRM
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Stellar Information
Since 1993, Stellar has been a pioneer in providing data recovery, data migration and data erasure solutions. Stellar Data Recovery is a customer centric, critically acclaimed, global data recovery & erasure solutions provider with cost effective solutions available for Hard Disk Recovery, RAID ...
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