Job Description

Team Lead: Technical Support

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Roles & Responsibilities

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- Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity
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- Provide real-time coaching, guidance, and support to technical support agents and SMEs
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- Handle complex customer escalations related to hardware, software, networking, and system configuration issues
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- Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting
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- Monitor daily performance metrics and implement action plans to address performance gaps
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- Conduct regular call monitoring and deliver structured feedback and coaching sessions
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- Ensure agents follow troubleshooting standards, SOPs, and quality guidelines
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- Collaborate with training teams to identify knowledge gaps and improve training content
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- Create and maintain process documentation, troubleshooting guides, and knowledge base articles
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- Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
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- Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
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- Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
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- Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.
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- Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.
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- Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
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- Experience with smart home and IoT devices,



including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
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- Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
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- Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
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- Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.
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Required Skills & Qualifications

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- Strong leadership and people management experience in a technical support environment
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- Excellent written and verbal communication skills
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- Advanced troubleshooting knowledge of:
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- IP and analog security cameras
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- Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)
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- Mobile apps, cloud services, and firmware updates
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- PC/Mac and mobile device configurations
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- Ability to analyze performance data and translate it into actionable plans
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- Robust problem-solving and decision-making abilities
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- Experience managing escalated customer interactions
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- Proficient in CRM systems, ticketing tools, and Microsoft Office
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- Ability to multitask across multiple tools and applications
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- Minimum 1–2 years of experience in technical support leadership
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- Call center experience in a consumer electronics or IoT environment is a strong asset
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Core Competencies

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- Customer First Mindset
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- Ownership & Accountability
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- Analytical Thinking
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- Coaching & Development
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- Communication Excellence
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- Collaboration & Alignment
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- Innovation & Continuous Improvement
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- Sense of Urgency
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- Emotional Intelligence
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- Results Orientation
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📌 Team Lead for BPO - International Technical Process (Tamil Nadu)
🏢 Movate
📍 Tamil Nadu