AmplifAI - Team Lead - Technical Support

2 weeks ago


Hyderabad, Telangana, India AMPLIFAI PERFORMANCE MANAGEMENT PRIVATE LIMITED Full time

Position Objectives/Scope :

Are you a passionate, solutions-driven service professional who prioritizes client satisfaction in everything you do? If so, AmplifAI Solutions may have the ideal opportunity for you In this role, you will provide dedicated support to our global client base, ensuring prompt, effective, and personable issue resolution.

Your responsibilities will include conducting in-depth research and analysis of discrepancies while collaborating with internal teams to drive solutions.

Role :

- Lead a team providing technical support to global SaaS clients, ensuring client satisfaction through prompt issue resolution.

Responsibilities :

- Lead team in troubleshooting application/system issues via SQL queries and analysis.

- Manage incident tickets and communicate status updates.

- Conduct screenshare sessions for issue resolution.

- Escalate critical issues and manage SLAs.

- Maintain a Knowledge Base.

- Lead daily operations meetings.

- Manage and develop support team.

Technical Skills :

- Advanced Excel (VLOOKUP, etc.

- Basic SQL.

- Call Center/WFM reporting experience.

- Ticketing system familiarity (FreshDesk, etc.

Required Qualifications :

- Advanced English proficiency.

- 8+ years SaaS technical support experience.

- 2+ years team leadership experience, including personnel management.

- Managerial experience (recruitment, training, performance management).

- Bachelor's Degree.

Desired Qualifications :

- ITIL certification.

- Ability to meet deadlines.

- Strong communication and leadership skills.

(ref:hirist.tech)

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