Technical Support Team Lead

5 days ago


Hyderabad, Telangana, India AmplifAI Full time
Amplif AI Solutions

The ideal candidate for this position is an experienced technical support leader who can manage a team of service desk analysts. As the lead, you will be responsible for delivering world-class technical support to our global client base.

The key responsibilities of this role include providing first-line technical support to clients and internal teams, troubleshooting and resolving application and system issues. You will also analyze and resolve SQL database queries to address data discrepancies. Additionally, you will manage incident tickets, ensuring timely updates and resolution, and communicate issue status, timelines, and root causes to clients.

This position requires advanced English proficiency, 8+ years of hands-on technical support experience for customer applications, and 3+ years of experience in a team leadership role, including personnel management. Experience managing customer support within a SaaS company is also necessary. Proficiency in Excel (VLOOKUP, XLOOKUP, INDEX-MATCH, pivot tables, advanced formulas) and fundamental knowledge of SQL for database querying are required. Familiarity with incident management/ticketing systems (Fresh Desk, Service Now, Zendesk, JIRA, Hub Spot, etc.) and experience in Call Center or Workforce Management reporting are preferred.

This role offers a unique opportunity to work with a leading AI solutions company and contribute to the success of our global client base. If you are an experienced technical support leader looking for a new challenge, please apply.

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