Job Description
Job Title: Team Leader – Technical Support
nJob Location: Chennai
nShift: Night Shift
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nJob Summary
nThe 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.
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nKey Responsibilities
nPeople & Team Leadership
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- Lead, coach, and motivate a team of Night Shift Technical Support Engineers to achieve daily and monthly performance metrics.n
- 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.n
- Manage shift operations, track attendance, manage shrinkage, and ensure smooth real-time queue and roster management.n
- Foster an inclusive,



positive, and high-performance team setting aligned with organizational DEI goals.n

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

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nRequired Skills & Qualifications
nTechnical Competencies
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- Strong knowledge of Computer Hardware/Software, Internet Fundamentals, and Networking Concepts (LAN, WAN, Routers, Switches, Modems, TCP/IP, DNS, Wireless Standards).n
- Proven track record in troubleshooting complex technical networking issues.n
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📌 Team Lead (Tamil Nadu)
🏢 Movate
📍 Tamil Nadu