Job Description Team Lead: Technical Support
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n Roles & Responsibilities
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- Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivityn
- Provide real-time coaching, guidance, and support to technical support agents and SMEsn
- Handle complex customer escalations related to hardware, software, networking, and system configuration issuesn
- Act as the primary point of contact for process or product-related inquiries that require advanced troubleshootingn
- Monitor daily performance metrics and implement action plans to address performance gapsn
- Conduct regular call monitoring and deliver structured feedback and coaching sessionsn
- Ensure agents follow troubleshooting standards, SOPs, and quality guidelinesn
- Collaborate with training teams to identify knowledge gaps and improve training contentn
- Create and maintain process documentation, troubleshooting guides, and knowledge base articlesn
- Robust hands-on experience troubleshooting home and prosumer networking environments,



including TCP/IP, DHCP, DNS, NAT, and IPv6.n
- Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.n
- Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.n
- Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.n
- Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.n
- Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.n
- Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).n
- Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.

📌 Team Lead (Chennai)
🏢 Movate
📍 Chennai