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 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
- Communication Excellence
- Collaboration & Alignment
- Innovation & Continuous Improvement
- Sense of Urgency
- Emotional Intelligence
- Results Orientation
