Manager - Technical Support (11-13 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Position Title: Technical Support Manager (B2B - International Support)Department: Customer SupportLocation: IndiaShift Timings:5:30 PM to 2:30 AM IST (US Shift)8:00 PM to 5:00 AM ISTKey Responsibilities:- Lead and manage a team of technical support executives.- Handle technical support queries from international B2B customers for software variants.- Ensure timely resolution of escalated issues; coordinate with R&D for bug fixes.- Define and execute SLAs and ensure adherence.- Maintain issue logs and reports in CRM.- Conduct regular team training to keep pace with technological changes.- Support customer software evaluations and ensure smooth onboarding.- Manage key accounts for long-term retention.- Drive and benchmark Customer Satisfaction (NPS).Key Skills Required:Technical Skills: Strong understanding of computer hardware, IT infrastructure, networking, cybersecurity, cloud platforms, and APIs.Soft Skills:- Excellent written and verbal communication- Empathetic and customer-focused approach- Team handling and inter-department coordinationExperience & Qualification:Total Experience: 10 - 12 years in B2B technical support.International Support Experience: At least 50% of total experience in handling international software/hardware support.Qualification:B.Tech / M.Tech / BCA / MCA (Computer Science or IT) (ref:updazz.com)

Payroll Type : Permanent