Technical Support Manager @ Stellar Information

Job Description

Job Role

Stellar is looking for Technical Support 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 10 -12 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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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Customer Handling Skills Communication Skills Team Management Skills Technical Skills