413 Senior Technical Support Specialist jobs in Chennai

We are looking for technically skilled candidates with excellent interpersonal skills for the technical support position. Technical support officers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. Moreover, technical support officers need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication. Technical Support Responsibilities: Identifying hardware and software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Resolving network issues. Installing and configuring hardware and software. Speaking to customers to quickly get to the root of their problem. Providing timely and accurate customer feedback. Talking customers through a series of actions to resolve a problem. Following up with clients to ensure the problem is resolved. Replacing or repairing the necessary parts. Supporting the roll-out of new applications. Providing support in the form of procedural documentation. Managing multiple cases at one time. Testing and evaluating new technologies.

Job Types: Full-time, Part-time

Pay: ₹11, ₹39,303.95 per month

Expected hours: 68 per week

Benefits:

• Health insurance
• Provident Fund

Work Location: In person

Team: Lyric HCM – Nexus Client Support Team

Position Title: Technical Support Specialist

Reporting To: Lead Technical Support Specialist

Lyric HCM by ADP is looking for an enthusiastic and highly motivated Technical Support Specialist to identify, diagnose and resolve customer issues. As a Technical Support Specialist, you will work with Customer Success, Product and Engineers to advocate for our customers. You have a passion for solving challenging problems and learning new technology. This is an exciting opportunity to work in a challenging, fast-paced environment with a high-performance team.

At Lyric HCM by ADP, we strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

Responsibilities:

Develop and maintain in-depth knowledge of ADP's Lyric HCM.

Responsible for providing tier 1 & 2 technical support to Lyric HCM customers.

Triage tier 3 queries and utilize product knowledge to accurately route or escalate tickets to appropriate internal teams.

Manage issues reported by customers from initial contact to resolution submitted through an incident management system.

Follow up with internal teams with appropriate updates and ensure tickets are updated and closed in a timely manner.

Prioritize and resolve service requests and incidents within predetermined SLAs.

Maintain internal knowledgebase and external documentation.

Contribute to departmental initiatives and identify opportunities for process improvement.

Requirements:

Strong written and verbal communication skills

Critical thinker with strong organizational and time management skills

Ability to be empathetic, compassionate, responsive and resourceful.

A strong curiosity and the ability to learn quickly.

Ability to effectively communicate and collaborate cross-functionally with Customer Success, Product and Engineering Teams

Creative problem-solving and analytical skills

Ability to work in a challenging and fast-paced environment.

Ability to multi-task, prioritize work and adapt to changing environments.

Open to work in shifts. (UK shift: 2.30 PM to 11.30 PM, US shift: 9.00 PM to 6.00 AM, ANZ Shift 5:30Am – 1PM)

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.

This is a challenging and exciting opportunity to work on Developer Pipeline technology stack (like Jenkins, SonarQube, Jira, Bitbucket, GitHub SaaS). The team works side by side with Developers & Engineers in providing technical support and integration with application. The Developer Enablement organization has set an ambitious goal to setup secure development environment and invest in latest technology that improves user experience. As part of the technology team, you will play a key role in achieving that goal.

The role requires a good understanding of developer pipeline concepts, code quality & application build, GitHub and AI concepts. A significant set of challenges revolves around the understanding of multiple technology stacks in our environment and the ability to quickly learn those from Jira/Bitbucket integration perspective.

Key Responsibilities/Requirements

• Support Management:
• Operational lead for Developer Services during Asia Pacific time zone.
• Operation SME for Code Quality Services (SonarQube) & GitHub SaaS
• Troubleshoot technical issues and manage customer expectation.
• Reduce recurring issue using root cause analysis.

• Proactively monitor and manage infrastructure stability and performance.

• Technology Management:

• Upgrade existing product along with Engineering.
• Adopt new technology that gives competitive advantage to Citigroup Developers.
• Identify automation opportunity and implement solution to improve operational efficiency and user experience.

• Manage infrastructure level risk & compliance issues as per Citi guidelines

• Vendor Management:

• Ensure allocation of quality vendor resource for operations and project deliverables.

• Proactively manage and monitor vendor deliverables

Qualifications

Must have:

• Overall 8 Years+ experience
• Must be a self-starter, effective listener & communicator, problem solver and team player.
• Minimum of 3 years development experience and 3 years of technical support experience as a team lead
• Strong understanding of Enterprise pipeline and technology stack and at least two years of hands-on experience.
• 4+ years of experience with Linux (shell/batch scripting & server management), Java, LDAP, Active Directory, Oracle/SQL Server database (SQL, backup & recovery).
• Good understanding of SaaS service and managing such service as an enterprise level consumer of vendor service.

Desirable:

• Experience with using Service Management software like ServiceNow and a good understanding of AI concepts

Education

• Bachelor's Degree in Computer Science or a Related Field

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Job Family Group:

Technology

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Job Family:

Systems & Engineering

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

View Citi's EEO Policy Statement and the Know Your Rights poster.

• Responding to customer inquiries via phone, email, and chat, troubleshooting technical problems, and providing step-by-step solutions.
• Diagnosing and resolving hardware, software, and network issues for clients.
• Documenting all support interactions, troubleshooting steps, and resolutions in our CRM system.
• Escalating complex issues to senior support staff or relevant technical teams when necessary.
• Creating and updating knowledge base articles and FAQs to empower users and reduce future support requests.
• Providing technical assistance for installations, configurations, and upgrades.
• Gathering customer feedback and reporting recurring issues or product defects to the development team.
• Maintaining a high degree of customer service and technical support professionalism.
• Conducting remote troubleshooting sessions using diagnostic tools.
• Staying updated on product knowledge and industry best practices.
• Assisting with user training sessions when required.

Company Overview

Twixor is a cutting-edge leader in enabling business transactions over messaging channels, fundamentally transforming customer engagements. Headquartered in Singapore, with offices across India, Twixor specializes in intelligent business process automation for industries like banking, insurance, retail, and more. Serving a global client base, including Fortune 500 companies, Twixor empowers enterprises with digital process automation via its patented low-code platform.

Job Overview

We are seeking a motivated and skilled Technical Support Specialist to join our team at Twixor in either Chennai or Mumbai. This full-time, junior-level position requires 1 to 3 years of experience in technical support. As a Technical Support Specialist, you will be an essential part of our customer success team, responsible for delivering high-quality technical assistance to our clients and ensuring their satisfaction with our services.

Qualifications and Skills

• Proficiency in using ticketing systems is mandatory to efficiently manage and resolve customer queries and issues.
• Strong knowledge of JavaScript (Mandatory skill) to understand our software applications and provide accurate technical solutions.
• Experience with MySQL (Mandatory skill) for database management and troubleshooting any related queries from customers.
• Basic understanding of Java to assist with software development-related support queries and collaborate effectively with developers.
• Effective client handling skills to manage customer interactions professionally and maintain positive relationships.
• Excellent problem-solving abilities to quickly diagnose technical issues and recommend solutions or escalate where necessary.
• Strong communication skills to clearly articulate technical information to non-technical users and write concise reports.
• Ability to work independently and efficiently prioritize tasks in a fast-paced environment to meet client needs.

Roles and Responsibilities

• Provide top-notch technical support to clients, troubleshooting software and system issues they encounter.
• Utilize ticketing systems effectively to document, track, and resolve customer support queries efficiently.
• Collaborate with the development team to address complex issues that require advanced intervention and ensure resolution.
• Conduct product demonstrations and training for clients to improve their understanding and usage of our services.
• Continuously update and maintain documentation resources to facilitate better user understanding and internal processes.
• Identify recurring issues and suggest improvements to the product and processes to enhance customer satisfaction.
• Stay updated with industry trends and incorporate best practices into support activities to ensure top-quality service.
• Work closely with the sales and account management teams to ensure cohesive support and outstanding customer experience.

Work Location: Chennai (Work from Office)

Notice Period: Below 30 days

Company Overview

Twixor is a cutting-edge leader in enabling business transactions over messaging channels, fundamentally transforming customer engagements. Headquartered in Singapore, with offices across India, Twixor specializes in intelligent business process automation for industries like banking, insurance, retail, and more. Serving a global client base, including Fortune 500 companies, Twixor empowers enterprises with digital process automation via its patented low-code platform.

Job Overview

We are seeking a motivated and skilled Technical Support Specialist to join our team at Twixor in either Chennai or Mumbai. This full-time, junior-level position requires 1 to 3 years of experience in technical support. As a Technical Support Specialist, you will be an essential part of our customer success team, responsible for delivering high-quality technical assistance to our clients and ensuring their satisfaction with our services.

Qualifications and Skills

• Proficiency in using ticketing systems is mandatory to efficiently manage and resolve customer queries and issues.
• Strong knowledge of JavaScript (Mandatory skill) to understand our software applications and provide accurate technical solutions.
• Experience with MySQL (Mandatory skill) for database management and troubleshooting any related queries from customers.
• Basic understanding of Java to assist with software development-related support queries and collaborate effectively with developers.
• Effective client handling skills to manage customer interactions professionally and maintain positive relationships.
• Excellent problem-solving abilities to quickly diagnose technical issues and recommend solutions or escalate where necessary.
• Strong communication skills to clearly articulate technical information to non-technical users and write concise reports.
• Ability to work independently and efficiently prioritize tasks in a fast-paced environment to meet client needs.

Roles and Responsibilities

• Provide top-notch technical support to clients, troubleshooting software and system issues they encounter.
• Utilize ticketing systems effectively to document, track, and resolve customer support queries efficiently.
• Collaborate with the development team to address complex issues that require advanced intervention and ensure resolution.
• Conduct product demonstrations and training for clients to improve their understanding and usage of our services.
• Continuously update and maintain documentation resources to facilitate better user understanding and internal processes.
• Identify recurring issues and suggest improvements to the product and processes to enhance customer satisfaction.
• Stay updated with industry trends and incorporate best practices into support activities to ensure top-quality service.
• Work closely with the sales and account management teams to ensure cohesive support and outstanding customer experience.

Work Location: Chennai (Work from Office)

Notice Period: Below 30 days

Job Description
We are looking for a Technical Support Specialist I to join our growing global team at Sectigo.

The Technical Support Specialist I works closely with Sectigo's customer base and sales department to handle the day-to-day customer issues reported and see problems through to resolution. This individual assists customers with technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all escalated issues and ensuring follow-through to resolution

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam

Here are the core functions, responsibilities, and expectations for this role:

• Work closely with Sectigo's customer base and sales department to understand client needs and provide proactive solutions, enhancing overall customer satisfaction.
• Take full ownership of technical support issues, ensuring timely resolution and fostering positive customer relationships.
• Research, diagnose, troubleshoot, and implement solutions to resolve reported issues, maintaining a high rate of first-contact resolution to meet customer satisfaction KPIs.
• Conduct thorough inquiries with customers to quickly pinpoint issues, minimizing resolution times and improving customer experience.
• Provide consistent and high-quality support to customers via phone, email, or chat, guiding them step-by-step until technical issues are resolved, aiming to improve average response and resolution times.
• Deliver prompt and accurate responses to customers, ensuring communications are clear, empathetic, and professional to boost customer satisfaction scores.
• Utilize both internal databases and external resources to provide accurate technical solutions, reducing resolution times and repeat inquiries.
• Adhere to established procedures for escalating unresolved issues to Shift Leads, Team Leads, or relevant internal teams, maintaining workflow efficiency and a smooth escalation process.
• Communicate proactively with end users, colleagues, and management to swiftly resolve issues, aligning with customer satisfaction targets.
• Prioritize and manage multiple open issues simultaneously, meeting SLAs (Service Level Agreements) and internal timelines.
• Accurately log and report all system-related issues to support tracking and root cause analysis, contributing to reduced future incidences.
• Contribute to developing a robust Knowledge Base by documenting known issues and solutions, helping to decrease repeat incidents and empower both the team and customers with self-help options.
• Actively participate in additional responsibilities and special projects, aligning efforts with the overall goal of enhancing customer service quality and operational efficiency.
• Other duties as assigned and related to the nature of this role and company initiatives.

Qualifications
Education:

• Bachelor's degree in computer science and/or a technical-related field or equivalent/relevant experience is strongly preferred.

Experience

• Minimum 1+ years of Customer Support/Help Desk experience is required. 1-3 years of experience is strongly preferred.
• Excellent verbal and written communication skills. English proficiency as the business conversation level is mandatory. Other language proficiencies are strongly preferred.
• ⁠Sound knowledge of Internet and Computer Networks.
• Understanding of Network Troubleshooting commands.
• Understanding of Domain Name System (DNS).
• Understanding of Active Directory.
• Proficiency in Windows, Linux / Mac OS.
• Knowledge in HTML, JavaScript, and Web Security concepts.
• Understanding of API requests and response.
• Understanding of Web Servers / Hosting Platforms.
• Experience in working with Support/Service Desk tools.
• Knowledge of SSL/TLS protocols, Cryptography Concepts, Certificates, Certification Authorities will be added advantage.

Ideal Candidate Profiles, Talents, And Desired Qualifications

• Strong communication and interpersonal skills, with attention to detail and ability to multitask.
• Strong problem solving and troubleshooting skills.
• Ability to work in different time zones, rotational shifts with Skeletal staffing on weekends.
• Superior customer service and phone mannerism required to handle support of Sectigo's customer base.
• Experience working with customers across geographies like US & UK customers.
• Computer literacy skills, including the use of email, and word processing applications.
• Possess qualities such as integrity, curiosity, fair-mindedness, and a persuasive, team player.
• Ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shifts, including holidays based on business needs, with possible weekends and after-hours.
• Must be willing to carry the after-hour support pager.

Additional Information

Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.

• Providing timely and effective technical support to customers via phone, email, and chat.
• Diagnosing and troubleshooting software, hardware, and network issues.
• Guiding users through problem-solving processes and providing clear instructions.
• Escalating complex technical issues to appropriate internal teams.
• Documenting all support interactions and resolutions accurately in the CRM system.
• Contributing to the development of the knowledge base with articles and FAQs.
• Maintaining a high level of customer satisfaction through efficient and professional service.
• Identifying trends in customer issues and providing feedback to product development teams.
• Staying up-to-date with product updates and technical advancements.
• Ensuring a secure and compliant handling of customer data.
• Proactively identifying potential issues and offering preventative solutions.
• Collaborating with team members to share knowledge and best practices.

• Providing first-level technical support to end-users via phone, email, and chat.
• Diagnosing and resolving hardware, software, and network issues.
• Guiding users through installation, configuration, and troubleshooting processes.
• Documenting all support requests, resolutions, and user interactions in a ticketing system.
• Escalating complex issues to higher-level support teams when necessary.
• Maintaining a high level of customer satisfaction by providing timely and effective solutions.
• Creating and updating knowledge base articles and FAQs for common issues.
• Assisting with user account management and access control.
• Performing remote desktop support and troubleshooting.
• Staying up-to-date with company products, services, and relevant technologies.
• Participating in team meetings and contributing to process improvements.
• Identifying trends in support requests and providing feedback to product development teams.
• Ensuring adherence to service level agreements (SLAs).

• High school diploma or equivalent required; Associate's or Bachelor's degree in Computer Science, IT, or a related field is a plus.
• Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
• Proficiency in troubleshooting common operating systems (Windows, macOS) and software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent communication, interpersonal, and active listening skills, crucial for remote interaction.
• Strong problem-solving and analytical abilities.
• Ability to manage time effectively, prioritize tasks, and work independently in a remote environment.
• Customer-centric approach with a patient and empathetic demeanor.
• Ability to explain technical concepts clearly to non-technical users.
• IT certifications (e.g., CompTIA A+, Network+) are advantageous.