Technical Support Manager/ Senior Manager
Stellar Data Recovery B.V. · Gurugram, Croatia
- Location
- Gurugram, Croatia
- Posted
- Today
About the job
Technical Support Manager/ Senior Manager
- Customer Support
- Gurugram
- November 21, 2025
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Job Description
Stellar is looking for a Technical Support Manager for providing International Support to its B2B Customers.
This role involves delivering application support, troubleshooting issues, and managing problem resolution.
Key Responsibilities
- 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 B2B support
- Out of the total experience, minimum 50% experience must be in International Software/Hardware Support
- Enable Performance Improvement of the team by measuring relevant KPIs
- Technical Support Experience with B2B Support
- Build relationship with Client personnel and be SPOC for critical issues, improvements, and escalations
Key Skills
- Technical Skills: Good knowledge of computer hardware, IT infrastructure, networking, cloud platforms, cybersecurity and API
- Customer Handling Skills: Should have Empathy
- Outstanding Communication Skills Written and Oral
- Team management skills: Should have handled a team and worked with different departments
- Approaches complex tickets with curiosity, identifies themes without prompting, able to investigate across multiple areas to "connect the dots" independently
Qualification
•
B.Tech/M.Tech/BCA/MCA (Computer Science or IT) / Diploma in Computer
Core Competencies
Functional
- Technical Skills
- Customer Handling Skills
Performance Drivers
- Good Communication Skills
- Team management skills
Shift Timings
- 5:30 to 2:30 AM IST (US Shift)
- 8:00 PM to 5:00 AM IST (Night Shift)
Perks
•
Learning & Development
•
Medical Insurance
•
Work Life Balance
•
Growth Opportunities
- Cab Facility
- Meal Benefits
Job Skills
- Good Communication
- Technical Skills
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