Technical Support Manager

Job Description

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 of 10 -12 years is required in handling B2Bsupport. Out of the total experience, minimum 50% experience must be in International Software/Hardware Support. 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 Qualification B.Tech/M.Tech/BCA/MCA ( Computer Science or IT ) / Diploma in Computer. Job Skills Good Communication Technical Skills