JD – Team Lead: Technical SupportRoles & ResponsibilitiesDrive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and ProductivityProvide real-time coaching, guidance, and support to technical support agents and SMEsHandle complex customer escalations related to hardware, software, networking, and system configuration issuesAct as the primary point of contact for process or product-related inquiries that require advanced troubleshootingMonitor daily performance metrics and implement action plans to address performance gapsConduct regular call monitoring and deliver structured feedback and coaching sessionsEnsure agents follow troubleshooting standards, SOPs, and quality guidelinesCollaborate with training teams to identify knowledge gaps and improve training contentCreate and maintain process documentation, troubleshooting guides, and knowledge base articlesStrong 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 & QualificationsStrong leadership and people management experience in a technical support environmentExcellent written and verbal communication skillsAdvanced troubleshooting knowledge of:IP and analog security camerasNetworking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)Mobile apps, cloud services, and firmware updatesPC/Mac and mobile device configurationsAbility to analyze performance data and translate it into actionable plansStrong problem-solving and decision-making abilitiesExperience managing escalated customer interactionsProficient in CRM systems, ticketing tools, and Microsoft OfficeAbility to multitask across multiple tools and applicationsMinimum 1–2 years of experience in technical support leadership Call center experience in a consumer electronics or IoT setting is a strong assetCore CompetenciesCustomer First MindsetOwnership & AccountabilityAnalytical ThinkingCoaching & DevelopmentCommunication ExcellenceCollaboration & AlignmentInnovation & Continuous ImprovementSense of UrgencyEmotional IntelligenceResults OrientationInterested candidates can share CV @ [email protected]

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