Team Lead: Technical Support - BPO Process

Movate Technologies; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Movate Technologies in Chennai, India, is seeking a Team Lead for Technical Support to guide a cross-functional team and ensure KPI excellence across CSAT, FCR, AHT, and quality metrics.

The role requires strong leadership, advanced networking troubleshooting (Wi-Fi, VPN, NAT, IPv6), and hands-on expert support for home and IoT ecosystems. You will mentor agents, review performance, and document processes to drive continuous improvement.

Qualifications

• 12+ years of leadership experience in technical support.
• Strong written and verbal communication skills.
• Experience with CRM systems and ticketing tools.
• Hands-on advanced networking troubleshooting (Wi‑Fi, VPN, NAT).
• Experience with consumer electronics/IoT environments.

Responsibilities

• Drive and manage team performance to meet 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.
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles.
• Monitor daily performance metrics and implement action plans to address performance gaps.
• Collaborate with training teams to identify knowledge gaps and improve training content.

Skills

Leadership

Communication

Troubleshooting

Performance analytics

Team coaching

Escalation management

Multi-tasking

Customer focus

Education

Bachelor's degree in IT/CS or related field

Tools

CRM systems

Ticketing tools

Microsoft Office

Job description

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 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