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.
- Good knowledge of printer troubleshooting and basic networking.
- Strong 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
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
