Team Leader – US Printer Support | Voice Process

Talent warrior HR Solution · Noida

Senior

Pay₹50,000–70,000a month, as listed

WhereNoidaUttar Pradesh

TypeFull time

Posted1 Oct5 days ago, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

Night shifts

No vehicle or licence needed

Skills they list62 named

Quality indicator monitoringTechnical troubleshootingField coachingCustomer communicationCustomer complaint handlingStaff supervisionNetwork troubleshootingTeam member evaluationPerformance coachingTechnical support via phoneData analysis reportingBasic service issue troubleshootingTeam leadershipOperations coordinationCoachingCustomer satisfaction trackingPeripheral setupKPI reportingEscalation managementEquipment troubleshootingGap analysisCross-departmental liaisonEnglishPerformance evaluation feedbackMetrics reportingTeam briefing facilitationCollaboration with business operationsHandling dissatisfied clientsVoice-based call centre experienceTeam developmentCompliance monitoringQuality performance measurementDaily operations report preparationAchieving service-level targetsStakeholder coordinationHardware configurationClient servicesService delivery statistics reportingQuality control supervisionStakeholder reportingEmployee performance appraisalsClient communication managementMeeting facilitationManagement reportingProductivity softwareClient communication skillsStatus reportingEscalation handlingInternal team coordination for issue resolutionData-driven performance managementCommunication skillsPeripheral hardware supportConducting team meetingsClient liaisonPerformance measurementTeam coordinationKPI analysisCross-functional communicationOperational performance reportingProgress trackingClient interaction via phone callsSystem issue identification

About this job

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

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