Job Title

Position Objectives: Lead a team to deliver world-class technical support to our global client base. Ensure prompt, effective, and personable resolution of application and system-related issues. Drive client retention by maximizing the value clients derive from AmplifAI Solutions. Conduct in-depth analysis of data discrepancies and collaborate with internal teams to implement effective solutions. Key Responsibilities: Provide first-line technical support to clients and internal teams, troubleshooting and resolving application and system issues. Analyze and resolve SQL database queries to address data discrepancies. Manage incident tickets, ensuring timely updates and resolution. Communicate issue status, timelines, and root causes to clients. Conduct screen-sharing sessions to diagnose and reproduce issues. Escalate critical support issues to relevant internal teams. Assist clients with software inquiries and routine requests. Maintain an up-to-date knowledge base for troubleshooting and FAQs. Monitor and manage SLAs to ensure timely resolution of support requests. Identify and escalate major client issues. Participate in daily operations meetings. Lead, train, and develop a team of service desk analysts. Manage team performance, including recruitment, performance evaluations, and disciplinary actions. Establish and maintain processes to track team assignments and productivity. Required Skills and Qualifications: Advanced English proficiency. 8+ years of hands-on technical support experience for customer applications. 3+ years of experience in a team leadership role, including personnel management. Experience managing customer support within a SaaS company. Proficiency in Excel (VLOOKUP, XLOOKUP, INDEX-MATCH, pivot tables, advanced formulas). Fundamental knowledge of SQL for database querying. Experience with incident management/ticketing systems (FreshDesk, ServiceNow, Zendesk, JIRA, HubSpot, etc.). Experience in Call Center or Workforce Management reporting. Bachelor's degree or equivalent experience (up to 5 years). Ability to work in and lead a team within an office environment. Desired Skills and Qualifications: ITIL certification or ITSM frameworks and certification. Ability to meet deadlines in a fast-paced, client-impacting environment. Strong organizational and prioritization skills. Excellent interpersonal and situational leadership skills. Strong communication skills.