Wzatco Projectors is seeking an experienced Team Lead – Technical Support to manage and mentor our technical support team. This role combines solid technical knowledge of consumer electronics with leadership, process improvement, and customer experience ownership.

Key Responsibilities

- Team Leadership Lead, mentor, and manage a team of technical support executives
- Assign daily tasks, monitor workloads, and ensure SLAs are met
- Conduct training, performance reviews, and regular feedback sessions
- Act as an escalation point for complex technical or customer issues

Technical & Product Support

- Provide advanced technical support for Wzatco projectors and accessories
- Troubleshoot issues related to hardware, firmware, connectivity, apps, and setup
- Coordinate with engineering and product teams to resolve recurring issues
- Maintain and update technical documentation, FAQs, and troubleshooting guides

E-commerce & Customer Experience

- Handle escalations from marketplaces (Amazon, Flipkart, website, etc.)
- Ensure high customer satisfaction scores and low return rates
- Analyze support tickets, returns,



and feedback to identify trends
- Improve post-sales support processes to enhance customer trust

Reporting & Process Improvement

- Track KPIs such as response time, resolution time, CSAT, and return reasons
- Prepare weekly/monthly performance reports for management
- Implement SOPs and best practices to improve efficiency
- Support product launches with readiness plans and training

Required Skills & Qualifications

- Strong knowledge of consumer electronics, especially projectors or AV devices
- Hands-on experience with e-commerce customer support operations
- Proven leadership and team-handling skills
- Excellent problem-solving and analytical abilities
- Strong communication skills (written and verbal)
- Comfortable working with CRM/ticketing tools

Preferred Qualifications

- Experience supporting products sold on major marketplaces
- Understanding of firmware/software troubleshooting
- Background in electronics, IT, or engineering

📌 Senior Technical Support - Wzatco Projectors (Bengaluru)
🏢 Zeblaze Solutions
📍 Bengaluru