JD – Team Lead: Technical Support Roles & Responsibilities

Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity

Provide real-time coaching, guidance, and support to technical support agents and SMEs

Handle complex customer escalations related to hardware, software, networking, and system configuration issues

Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting

Monitor daily performance metrics and implement action plans to address performance gaps

Conduct regular call monitoring and deliver structured feedback and coaching sessions

Ensure agents follow troubleshooting standards, SOPs, and quality guidelines

Collaborate with training teams to identify knowledge gaps and improve training content

Create and maintain process documentation, troubleshooting guides, and knowledge base articles

Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.

Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.

Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.

Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.

Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.

Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.

Experience with smart home and IoT devices,



including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).

Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.

Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.

Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Required Skills & Qualifications

Strong leadership and people management experience in a technical support environment

Excellent written and verbal communication skills

Advanced troubleshooting knowledge of

IP and analog security cameras

Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)

Mobile apps, cloud services, and firmware updates

PC/Mac and mobile device configurations

Ability to analyze performance data and translate it into actionable plans

Strong problem-solving and decision-making abilities

Experience managing escalated customer interactions

Proficient in CRM systems, ticketing tools, and Microsoft Office

Ability to multitask across multiple tools and applications

Minimum 1–2 years of experience in technical support leadership Call center experience in a consumer electronics or IoT environment is a robust asset Core Competencies

Customer First Mindset

Ownership & Accountability

Analytical Thinking

Coaching & Development

Communication Excellence

Collaboration & Alignment

Innovation & Continuous Improvement

Sense of Urgency

Emotional Intelligence

Results Orientation Interested candidates can share CV @ [email protected]

📌 Team Leader Technical Support (Chennai)
🏢 Movate
📍 Chennai