Job Title: Team Leader – Technical Support
Job Location: Chennai
Shift: Night Shift

Job Summary
The Team Leader (TL) – Technical Support will be responsible for leading, mentoring, and driving the operational performance of a team of Technical Support Engineers on the Netgear account. The role demands strong technical oversight, people management skills, and a focus on driving core customer service metrics including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Upsell/Sales target achievements for premium support contracts.

Key Responsibilities
People & Team Leadership
Lead, coach, and motivate a team of Night Shift Technical Support Engineers to achieve daily and monthly performance metrics.
Conduct regular 1-on-1 coaching sessions, call audits, and side-by-side monitoring to improve technical troubleshooting skills, soft skills, and upsell conversion rates.
Manage shift operations, track attendance, manage shrinkage, and ensure smooth real-time queue and roster management.
Foster an inclusive, positive,



and high-performance team environment aligned with organizational DEI goals.
Operational & Quality Oversight
Monitor team performance against key KPIs, including First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.
Serve as the first level of escalation for complex customer technical issues and high-severity complaints related to client devices and networking setups.
Ensure team compliance with process guidelines, standard operating procedures (SOPs), and service level agreements (SLAs).

Required Skills & Qualifications
Technical Competencies
Robust knowledge of Computer Hardware/Software, Internet Fundamentals, and Networking Concepts (LAN, WAN, Routers, Switches, Modems, TCP/IP, DNS, Wireless Standards).
Proven track record in troubleshooting complex technical networking issues.
Deep understanding of contact center metrics (FCR, CSAT, AHT, Shrinkage, QA).
Hands-on experience with ups

📌 Team Lead (Chennai)
🏢 Movate
📍 Chennai