Technical Support Specialist

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