Job Description Team Lead: Technical Support
N n Roles & Responsibilities
N
- n
- Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity N
- Provide real-time coaching, guidance, and support to technical support agents and SMEs N
- Handle complex customerescalations related to hardware, software, networking, and system configuration issues N
- Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting N
- Monitor daily performance metrics and implement action plans to address performance gaps N
- Conduct regular call monitoring and deliver structured feedback and coaching sessions N
- Ensure agents follow troubleshooting standards, SOPs, and quality guidelines N
- Collaborate with training teams to identify knowledge gaps and improve training content N
- Create and maintain process documentation, troubleshooting guides, and knowledge base articles N
- 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 gamingand streaming requirements, including NAT types, QoS, UPnP, and high band

📌 Hiring: Team Lead (India)
🏢 Movate
📍 India