Team Lead For BPO - International Technical Process

Movate Technologies; Chennai District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Movate Technologies is seeking a senior Technical Support Leader to drive performance, coach agents, and manage escalations across hardware, software, and networking. You will ensure adherence to SOPs, collaborate with training and engineering teams, and mentor a high‑performing team in a fast‑paced consumer electronics/IoT environment.

The role emphasizes hands‑on networking troubleshooting, VPN and NAT concepts, Wi‑Fi/mesh systems, and cross‑platform support for Windows, macOS, iOS, and

Qualifications

• Demonstrated leadership of a technical support team.
• Excellent written and verbal communication skills.
• Advanced troubleshooting across hardware, software, networking and configurations.
• Strong networking fundamentals and Wi‑Fi/ISP knowledge.
• Experience with CRM systems, ticketing tools, and MS Office.
• Ability to analyze performance data and translate into actions.
• Experience handling escalations and customer interactions at scale.
• 12+ years in technical support leadership or equivalent.
• Call center exposure in consumer electronics/IoT is a plus.

Responsibilities

• Drive team performance to meet KPIs (CSAT, FCR, AHT, Quality, Productivity).
• Provide real-time coaching and support to agents and SMEs.
• Handle complex escalations related to hardware, software, networking, configurations.
• Act as primary contact for process/product inquiries needing advanced troubleshooting.
• Monitor daily metrics and implement action plans to address gaps.
• Conduct call monitoring and deliver structured feedback/coaching.
• Ensure adherence to troubleshooting standards, SOPs, and quality guidelines.
• Collaborate with training teams to identify knowledge gaps and improve content.
• Create/update process docs, troubleshooting guides, and knowledge base articles.
• Support home and prosumer networking environments (TCP/IP, DHCP, DNS, NAT, IPv6).
• Understand Wi‑Fi tech (802.11, roaming, band steering) and mesh networks.
• Experience with ISP integration, bridge mode, modem/router interoperability, double NAT.
• Knowledge of VPN, guest networks, parental controls, and access management.
• Support mobile app connectivity, cloud device management, and account issues.
• Troubleshoot connectivity across Windows/macOS/iOS/Android.
• Experience with smart home/IoT devices (Alexa/Google Home/Apple HomeKit/Matter).
• Familiar with gaming/streaming requirements (NAT, QoS, UPnP, high bandwidth).
• Understand cellular concepts (LTE/5G, SIM/eSIM activation).
• Document findings and collaborate with engineering on complex issues.

Skills

Leadership

Communication

Advanced troubleshooting

Networking fundamentals

CRM systems

Ticketing tools

Microsoft Office

Escalation management

Performance analytics

Multitasking

Team coaching

Exposure to consumer electronics/IoT

Tools

CRM software

Ticketing tools

Microsoft Office

Job description

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 12 years of experience in technical support leadership
• Call center experience in a consumer electronics or IoT environment is a strong 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