Team Lead: Technical Support

Roles & Responsibilities

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



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

Required Skills & Qualifications

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

Core Competencies

- Customer First Mindset - Ownership & Accountability - Analytical Thinking - Coaching & Development - Communication Excellence - Collaboration & Alignment - Innovation & Continuous Improvement - Sense of Urgency - Emotional Intelligence - Results Orientation

📌 Team Lead for BPO - International Technical Process (Chennai)
🏢 Movate
📍 Chennai