Sr Manager/Manager

3 days ago

Gurgaon, Haryana, India Stellar Information Technology Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Role

Stellar is looking for Technical Support Manager/Sr. Manager for providing International Support to its B2B Customers.

Key Deliverables:

  • 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.

Key Skills:

  • Technical Skills: Good knowledge of computer hardware, IT infrastructure, networking, cloud platforms, cybersecurity and API.
  • Customer Handling Skills: Should have Empathy
  • Good Communication Skills Written and Oral
  • Team management skills: Should have handled a team and worked with different departments

Experience:

  • A total experience of years is required in handling B2B support
  • Out of the total experience, minimum 50% experience must be in International Software/Hardware Support

Qualification:

  • B.Tech/M.Tech/BCA/MCA (Computer Science or IT) / Diploma in Computer

Shift Timings:

  • 5:30 to 2:30 AM IST (US Shift)
  • 8:00 PM to 5:00 AM IST

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