Team Lead Technical Support

Movate, Inc.; Chennai District; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Movate, Inc. in Chennai invites a Team Lead Technical Support to guide a growing frontline tech team. The role focuses on coaching agents, managing escalations, and driving KPI performance across CSAT, FCR, AHT, and quality.

You will work with cross-functional teams on networking and IoT troubleshooting, including Wi-Fi, VPN, and home networking, while coordinating with training and engineering to deliver superior customer outcomes.

Qualifications

• Strong leadership and people management in a technical support environment.
• Excellent written and verbal communication skills.
• Advanced troubleshooting of networking, devices, and software.
• IP and analog security cameras, Wi-Fi fundamentals, and routing.
• Experience with CRM systems, ticketing tools, and MS Office.
• Minimum 1-2 years in technical support leadership.
• Call center experience in consumer electronics or IoT is a strong asset.

Responsibilities

• Drive and manage team performance to meet KPIs (CSAT, FCR, AHT, Quality, Productivity).
• Provide real-time coaching to 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 inquiries needing advanced troubleshooting.
• Monitor daily performance metrics and implement action plans to address 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.
• Hands-on experience troubleshooting home and prosumer networking environments (TCP/IP, DHCP, DNS, NAT, IPv6).
• Strong Wi‑Fi knowledge and mesh networking experience.
• ISP integration experience (bridge mode, modem/router interoperability, double NAT).
• Knowledge of VPN, guest networks, parental controls, and access management.
• Support mobile app connectivity and cloud-based device management.
• Troubleshoot connectivity across Windows, macOS, iOS, and Android.
• Experience with smart home IoT devices (Alexa, Google Home, Matter/Thread).
• Understanding of gaming/streaming needs (NAT, QoS, UPnP, bandwidth).
• Collaborate with engineering to diagnose and resolve complex issues.

Skills

Strong leadership

Communication skills

Advanced troubleshooting

Performance data analysis

Escalation management

Multitasking across tools

Problem solving

Call center experience

Mobile app connectivity

IoT/Home networking knowledge

Tools

CRM systems

Ticketing tools

Microsoft Office

Job description

Job title: Team Lead Technical Support
Location: Ambit IT Park, Ambattur, Chennai, India
Experience: 3 to 7 Years (1 - 2 Years as Lead)
No of openings: 5

• 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 strong asset

Core Competencies

• Customer First Mindset
• Ownership & Accountability
• Analytical Thinking
• Coaching & Development
• Sense of Urgency
• Results Orientation