Technical Support Team Lead

6 days ago


Hyderabad, Telangana, India AmplifAI Full time
Job Description

As a Technical Support Team Lead at AmplifAI, you will be responsible for leading a team to deliver world-class technical support to our global client base. Your primary goal is to ensure prompt, effective, and personable resolution of application and system-related issues.

The ideal candidate will have 8+ years of hands-on technical support experience for customer applications and 3+ years of experience in a team leadership role, including personnel management. You should also have proficiency in Excel (VLOOKUP, XLOOKUP, INDEX-MATCH, pivot tables, advanced formulas) and fundamental knowledge of SQL for database querying.

Your responsibilities will include:

  • Providing first-line technical support to clients and internal teams, troubleshooting and resolving application and system issues.
  • Analyzing and resolving SQL database queries to address data discrepancies.
  • Managing incident tickets, ensuring timely updates and resolution.
  • Communicating issue status, timelines, and root causes to clients.
  • Conducting screen-sharing sessions to diagnose and reproduce issues.
  • Escalating critical support issues to relevant internal teams.
  • Assisting clients with software inquiries and routine requests.

You will also be responsible for maintaining an up-to-date knowledge base for troubleshooting and FAQs, monitoring and managing SLAs to ensure timely resolution of support requests, identifying and escalating major client issues, participating in daily operations meetings, leading, training, and developing a team of service desk analysts, managing team performance, including recruitment, performance evaluations, and disciplinary actions, and establishing and maintaining processes to track team assignments and productivity.



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