Technical Support Manager

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