AmplifAI - Lead Service Desk Analyst - Technical Support (8-10 yrs)

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.