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
- Solid 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, includi

📌 Team Lead (Chennai)
🏢 Movate
📍 Chennai