Senior Technical Support Team Lead - Wzatco Projectors

About the Role

Wzatco Projectors is looking for a seasoned Team Lead in Technical Support to oversee and guide our technical support staff. This position requires a robust technical understanding of consumer electronics, particularly projectors, alongside leadership capabilities, improvement of operational processes, and ownership of the customer service experience.

Key Responsibilities

• Lead and mentor the technical support team, assigning daily activities and overseeing workloads to meet service level agreements.
• Conduct training sessions, regular performance appraisals, and provide constructive feedback.
• Serve as the primary escalation contact for challenging technical and client concerns.
• Deliver expert technical assistance regarding Wzatco projectors and related accessories involving hardware, firmware, connectivity, application, and installation issues.
• Collaborate with engineering and product departments to address and resolve persistent problems.
• Keep technical manuals, FAQs, and troubleshooting documents current.
• Manage escalation cases emerging from marketplaces such as Amazon, Flipkart, and company websites, focusing on achieving excellent customer satisfaction and reduced return rates.
• Interpret support tickets, customer returns, and feedback to detect patterns and improve post-sales procedures to build customer trust.
• Monitor key performance indicators including response and resolution times, customer satisfaction, and reasons for product returns.
• Compile weekly and monthly reports for executive management and drive standard operating procedure implementations for enhanced productivity.
• Support new product launches with preparation and instructional initiatives.

Required Qualifications and Skills

• Comprehensive expertise in consumer electronics, particularly in projectors or audio-visual devices.
• Practical experience handling e-commerce customer support frameworks.
• Demonstrated leadership and team management proficiency.
• Strong analytical problem-solving skills.
• Excellent communication skills, both verbal and written.
• Proficiency with CRM and support ticketing software.

Preferred Qualifications

• Experience supporting products available on leading e-commerce marketplaces.
• Knowledge of firmware and software troubleshooting.
• Educational background in electronics, IT, or engineering fields.