Position: Team Leader – US Printer Support

Process: US Voice Process – Technical/Printer Support

Shift: Night Shift

Work Location: Noida

Employment Type: Full time

Job Responsibilities
Lead and manage a team of Customer/Technical Support Executives handling US customers.
Monitor daily team performance, productivity, attendance, and service quality.
Provide technical guidance and real-time support to agents for printer-related issues.
Handle escalations and ensure timely resolution of customer complaints.
Monitor key performance indicators (KPIs) such as AHT, CSAT, FCR, Quality, Conversion, and Attendance.
Conduct regular team huddles, performance reviews, and coaching sessions.
Identify performance gaps and prepare action plans for improvement.
Coordinate with QA, Training, Operations, and Management teams.
Ensure adherence to process guidelines, quality standards, and company policies.
Prepare and share daily/weekly performance reports with management.

Technical Responsibilities
Support customers with printer-related technical issues.
Troubleshoot printer installation, connectivity, driver, scanning, printing, and configuration issues.
Guide customers through basic hardware and software troubleshooting.




Handle issues related to Wi-Fi/network connectivity and printer setup.
Escalate complex technical issues to the appropriate technical team.

Candidate Requirements
Minimum 1–2 years of experience as a Team Leader in an international voice/technical support process.
Experience in US Voice / International Voice Process is preferred.
Prior experience in Printer Support, Technical Support, IT Helpdesk, or Tech Support will be an advantage.
Excellent English communication and customer-handling skills.
Positive knowledge of printer troubleshooting and basic networking.
Robust leadership, coaching, and team-management skills.
Comfortable working in rotational/night shifts.

Key Skills
Team Handling
US Customer Support
Technical Troubleshooting
Printer Support
International Voice Process
Escalation Management
Performance Management
Quality & Customer Service
MS Office / Reporting

Salary

Market-competitive salary Performance Incentives

(As per experience and interview performance)

Shift

US Shift / Night Shift

Immediate Joiners Preferred

Pay: ₹50,000.00 - ₹70,000.00 per month

Work Location: In person

📌 Team Leader – Us Printer Support Voice Process Noida
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📍 Noida