Fiber Technical Support Operations Lead

Tech Mahindra; Azcapotzalco; Presencial; MXN 600.000 - 750.000; Jornada completa

Descripción de la vacante

Tech Mahindra seeks a Technical Support Fiber Manager to lead a team delivering fiber internet and home networking support. You will coach agents, drive key metrics, and optimize troubleshooting quality in a fast-paced contact center.

Ideal candidates bring 5+ years in technical support leadership, advanced English, and deep knowledge of fiber services, WiFi networks, LAN/WAN, DNS, and IP connectivity. Remote diagnostic tools and cross-functional collaboration are valued.

Formación

• +5 years of leadership experience in Technical Support/ISP/Contact Center Operations.
• Advanced English proficiency.
• Strong understanding of fiber internet services, WiFi, routers, mesh systems, and home networking.

Responsabilidades

• Lead, coach, and develop a team of Technical Support Fiber Agents.
• Drive performance against metrics like FCR, CSAT, ACTT, and Dispatch Prevention.
• Monitor and improve troubleshooting quality through coaching and call reviews.
• Ensure adherence to processes, tools, and GWF.
• Support agents with escalations and customer concerns.
• Analyze performance, identify improvement opportunities, and partner with cross-functional teams.
• Promote ethical sales and value-added referrals.

Conocimientos

Leadership

Advanced English

Fiber networking

Performance metrics

Herramientas

Guided Workflows

Descripción del empleo

Tech Mahindra seeks a Technical Support Fiber Manager to lead a team delivering fiber internet and home networking support. You will coach agents, drive key metrics, and optimize troubleshooting quality in a fast-paced contact center.

Ideal candidates bring 5+ years in technical support leadership, advanced English, and deep knowledge of fiber services, WiFi networks, LAN/WAN, DNS, and IP connectivity. Remote diagnostic tools and cross-functional collaboration are valued.