Job Description

Job Title: Team Leader – Technical Support

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Job Location: Chennai

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Shift: Night Shift

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Job Summary

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The 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 solid 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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Key Responsibilities

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People & 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.
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- 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.
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- Manage shift operations, track attendance, manage shrinkage, and ensure smooth real-time queue and roster management.
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- Foster an inclusive, positive, and high-performance team environment aligned with organizational DEI goals.
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Operational & 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.
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- Serve as the first level of escalation for complex customer technical issues and high-severity complaints related to client devices and networking setups.
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- Ensure team compliance with process guidelines, standard operating procedures (SOPs), and service level agreements (SLAs).
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Required Skills & Qualifications

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Technical 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).
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- Proven track record in troubleshooting comple

📌 Team Lead (Chennai)
🏢 Movate
📍 Chennai