Team Leader

1 week ago

Pasig, National Capital Region, Philippines AmplifAI Full time $40,000 - $80,000 per year

Amplifai (

) is expanding in the Philippines. We are currently looking for following role. Night Time - The Philippines. 100% WFH

Team Leader - Support Desk

Duties of this position include but are not limited to:

  • Provide first-line technical support to clients and internal teams by troubleshooting and resolving application and system-related issues ensuring the client derives maximum value from AmplifAI Solutions to support long-term client retention.

  • Analyze and resolve SQL database-related queries using basic SQL queries for troubleshooting data discrepancies.

  • Generate incident tickets and maintain updates on open cases.

  • Monitor and communicate the status, issues, timelines, and root causes of reported concerns to the client.

  • Conduct screen share sessions with users to gather details and reproduce reported issues.

  • Promptly assess and escalate critical support issues to the relevant internal teams.

  • Assist customers with basic software inquiries and routine requests.

  • Document and maintain an up-to-date Knowledge Base with troubleshooting steps, FAQs, and known issues.

  • Monitor and manage SLAs, ensuring timely resolution of support requests.

  • Identify major client issues and follow proper escalation procedures.

  • Participate in Daily Operations meeting.

Technical Skills

  • Proficiency in Excel, including data joining techniques (VLOOKUP, XLOOKUP, INDEX-MATCH), pivot tables, and advanced formulas.

  • Fundamental knowledge of SQL for querying databases.

  • Experience in Call Center or Workforce Management reporting.

  • Familiarity with incident management or ticketing systems such as FreshDesk, ServiceNow, Zendesk, JIRA, HubSpot, or similar platforms.

Required Qualifications

  • Prior experience in managing technical support

  • 2+ years of experience in a team leadership role, including personnel management.

  • 8+ years of hands-on technical support for customer applications

  • Ability to work in and lead a team within an office environment.

  • Capability to establish processes and tracking mechanisms to monitor assignments and team productivity.

  • Managerial experience overseeing both exempt and non-exempt employees.

  • Experience in training, employee development, performance evaluations, disciplinary actions, and terminations

  • Bachelor's degree or equivalent qualification.

Desired Qualifications

  • ITIL certification or knowledge of ITSM frameworks.

  • Ability to meet deadlines in a fast-paced, client-impacting environment.

  • Highly organized with strong prioritization skills and the ability to work under pressure on multiple initiatives simultaneously.

  • Excellent interpersonal and situational leadership skills to coach and develop team members.

  • Strong communication skills, with the ability to tailor messages to different audiences effectively.

If interested, please send your resume to

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