Team Leader – US Printer Support | Voice Process

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