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About the role
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 Robust 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 .