
Manager - Technical Support (11-13 yrs) [3 Days Left]
3 days ago
Position Title: Technical Support Manager (B2B - International Support)
Department: Customer Support
Location: India
Shift Timings:
5:30 PM to 2:30 AM IST (US Shift)
8:00 PM to 5:00 AM IST
Key Responsibilities:
- Lead and manage a team of technical support executives.
- Handle technical support queries from international B2B customers for software variants.
- Ensure timely resolution of escalated issues; coordinate with R&D for bug fixes.
- Define and execute SLAs and ensure adherence.
- Maintain issue logs and reports in CRM.
- Conduct regular team training to keep pace with technological changes.
- Support customer software evaluations and ensure smooth onboarding.
- Manage key accounts for long-term retention.
- Drive and benchmark Customer Satisfaction (NPS).
Key Skills Required:
Technical Skills: Strong understanding of computer hardware, IT infrastructure, networking, cybersecurity, cloud platforms, and APIs.
Soft Skills:
- Excellent written and verbal communication
- Empathetic and customer-focused approach
- Team handling and inter-department coordination
Experience & Qualification:
Total Experience: 10 - 12 years in B2B technical support.
International Support Experience: At least 50% of total experience in handling international software/hardware support.
Qualification:
B.Tech / M.Tech / BCA / MCA (Computer Science or IT)
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