Customer Support Supervisor

Job Description

Technical Customer Support Supervisor
Company

Jetstream Entertainment

Job Title

Technical Customer Support Supervisor

Employment Type

Full-Time

Salary

₹8 – ₹11 LPA + Performance-Based Bonuses

Job Summary

Jetstream Entertainment is seeking an experienced and results-driven Technical Customer Support Supervisor to lead and manage a high-performing technical support team. The ideal candidate will possess strong leadership capabilities, excellent troubleshooting expertise, and a passion for delivering outstanding customer experiences.

This role involves supervising technical support operations, mentoring team members, resolving escalated customer issues, and ensuring service excellence for customers using mobile devices, TV boxes, streaming devices, smart TVs, and related technologies.

Key Responsibilities
Team Leadership & Supervision
Lead, mentor, and manage the technical customer support team.
Monitor team performance and ensure adherence to service quality standards.
Provide coaching, training, and performance feedback to team members.
Foster a collaborative and customer-focused work environment.
Technical Support Management
Assist team members in diagnosing and resolving complex technical issues.
Handle escalated customer concerns and critical technical cases.
Ensure timely resolution of customer queries while maintaining high satisfaction levels.
Support troubleshooting related to:
Mobile Devices
Smart TVs
Android TV Boxes
Streaming Devices
Cable TV Services
Entertainment Technology Products
Process Improvement & Collaboration
Collaborate with cross-functional teams to improve support processes and customer experience.
Identify operational challenges and implement effective solutions.
Contribute to continuous service quality improvement initiatives.
Industry & Product Knowledge
Stay updated with emerging technologies, industry trends, and product developments.
Share technical knowledge and best practices with team members.
Ensure the support team remains informed about product updates and service enhancements.
Reporting & Quality Assurance
Monitor key support metrics and service-level performance.
Prepare reports on team productivity, customer satisfaction, and issue resolution.
Ensure compliance with company policies, procedures, and quality standards.
Required Qualifications
Education
Bachelor’s Degree in a relevant field preferred.
Experience
Minimum 5–6 years of experience in Technical Customer Support.
Experience supporting customers via phone and email.
Prior team leadership or supervisory experience preferred.
Background in entertainment technology, consumer electronics, cable TV, or streaming services is an advantage.
Required Skills
Technical Skills
Technical Troubleshooting
Mobile Device Support
Smart TV Support
Streaming Device Support
Android TV Box Support
Customer Service Technologies
Incident Resolution
Leadership Skills
Team Management
Coaching & Mentoring
Performance Management
Decision-Making
Conflict Resolution
Communication Skills
Excellent Verbal Communication
Excellent Written Communication
Customer Relationship Management
Cross-Functional Collaboration
Professional Competencies
Strong Analytical Thinking
Problem-Solving Ability
Customer-Centric Mindset
Time Management
Adaptability and Continuous Learning
Compensation & Benefits
Salary Package
₹8 – ₹11 Lakhs Per Annum
Additional Benefits
Performance-Based Bonuses
Ongoing Technical Training
Professional Development Opportunities
Career Growth and Leadership Advancement
Why Join Jetstream Entertainment?
Lead a skilled technical support team in a growing organization.
Work with cutting-edge entertainment and technology products.
Enjoy competitive compensation and recognition programs.
Access continuous learning and professional development opportunities.
Be part of a collaborative and innovation-driven culture.
How to Apply
Email

📧 hiring@jetstreament.com