Technical Support Strategist

2 weeks ago


Islamabad, Islamabad, Pakistan Afiniti Full time
About Afiniti

Afiniti is a pioneering force in AI-powered customer experience enhancement.

Our mission is to revolutionize the contact centre industry through innovative AI solutions that drive significant improvements in customer lifetime value and operational efficiency, establishing us as trusted partners for leading consumer companies worldwide. Over 16 years, Afiniti's patented technology has successfully paired customers and agents in real-time based on their interaction potential, resulting in improved experiences throughout the entire customer journey. As our products continue to evolve, we are committed to driving revenue growth by creating repeatable AI-driven solutions that transition from high-touch managed services to product-led growth.

We aim to achieve this by offering our core routing AI to medium-sized enterprises at a lower price via a subscription-based model and addressing more use cases via a Generative AI-based, voice- and chat-enabled, AI Agent with unique IP that delivers prompt-first application development (as opposed to legacy flow builders), and AI-driven instrumentation to maximize performance.

Afiniti operates globally and has generated billions of dollars of precisely measurable AI value for our telecommunications, banking, insurance, healthcare, and travel customers. To learn more, visit www.afiniti.com.

About The Role

In this critical role, you will be instrumental in implementing industry standards and best practices within Production Support and Global Service Delivery (GSD) to drive continuous improvement of our business and delivery.

Key Responsibilities:
  1. Collaborate with Product Ops teams to develop an operations strategic plan and roadmap.
  2. Offer tactical and strategic recommendations to continually enhance delivery on PS KPIs & Organizational Objectives.
  3. Establish and facilitate Steering Group Reviews with stakeholders, Regional & Ops leads, and executives to elevate GSD output.
  4. Contribute to and lead the development of reporting dashboards, automation initiatives, and process improvements.
  5. Design and implement monitoring solutions to provide 99% uptime and user-friendly interfaces for support teams.
  6. Monitor and prioritize open issues to expedite closure and root cause analysis to reduce recurrence and improve up-time.
  7. Develop actionable insights from data to inform business decisions.
Minimum Qualification

To excel in this role, you must possess:

  1. Strong Data Analytics and Problem-Solving Skills.
  2. A Bachelor's/Master's degree in Engineering or a related field.
  3. Experience with data gathering, complex data analysis, and developing standardized reporting to support large-scale organizational decisions.
  4. Knowledge and experience with Distributed Processing Platforms (Windows, Unix, Database, and Middleware), Databases (MySQL, Green Plum), and Python/R.
  5. Understanding of ITIL framework.
  6. 7-8 years of relevant experience is required.


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