- 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 of10 -12 yearsis required in handlingB2Bsupport.
- Out of the total experience, minimum 50% experience must be inInternational Software/Hardware Support.
- Key SkillsTechnical 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
QualificationB.Tech/M.Tech/BCA/MCA (Computer Science or IT) / Diploma in Computer.
- Job SkillsGood Communication
- Technical Skills
