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
Robust 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/eSI

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