Technical Support Team Lead
6 days ago
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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Technical Support Team Lead
3 days ago
Hyderabad, Telangana, India AMPLIFAI PERFORMANCE MANAGEMENT PRIVATE LIMITED Full timeAbout the Role: We are seeking a talented and experienced Technical Support Team Lead to join our team at AmplifAI Performance Management Private Limited. As a Technical Support Team Lead, you will be responsible for leading a team that provides technical support to our global SaaS clients. This includes troubleshooting application/system issues via SQL...
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Technical Support Team Lead
3 days ago
Hyderabad, Telangana, India AmplifAI Full timeAmplif AI SolutionsThe 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...
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Technical Support Team Lead
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Hyderabad, Telangana, India AmplifAI Full timeJob Summary">We are seeking a highly skilled Technical Support Team Lead to join our team at AmplifAI. The successful candidate will be responsible for providing technical support to global Saa S clients, working in the US time zone.Key Responsibilities">Resolve application/system issues via troubleshooting and SQL queries.Manage incident tickets and...
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AmplifAI - Team Lead - Technical Support
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AmplifAI - Team Lead - Technical Support
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