Application Support Team Lead

As a dedicated and solutions-driven service professional at AmplifAI Solutions, you will play a crucial role in ensuring client satisfaction by providing prompt, effective, and personable issue resolution to our global client base. Your primary objective will be to lead a team in delivering technical support for SaaS clients, ensuring a high level of client satisfaction through efficient problem-solving. Your responsibilities will include leading the team in troubleshooting application/system issues using SQL queries and analysis, managing incident tickets, and providing regular status updates. Additionally, you will conduct screenshare sessions for issue resolution, escalate critical issues as needed, and ensure compliance with SLAs. It will be your responsibility to maintain a Knowledge Base, lead daily operations meetings, and oversee the development of the support team. To excel in this role, you must possess advanced Excel skills, proficiency in basic SQL, and experience with Call Center/WFM reporting. Familiarity with ticketing systems such as FreshDesk is also required. In terms of qualifications, you should have advanced English proficiency, at least 8 years of SaaS technical support experience, and a minimum of 2 years of team leadership experience with personnel management responsibilities. A Bachelor's Degree is also a prerequisite. Desired qualifications for this role include ITIL certification and the ability to meet deadlines consistently. Strong communication and leadership skills are essential for this position, as you will be required to effectively collaborate with internal teams to drive solutions and ensure client satisfaction.,