Hiring Technical Support Trainee

Roles & Responsibilities

● Provide initial troubleshooting and identify issues based on available information, documentation, and system data.
● Investigate technical and data-related issues using databases, system logs, Google Sheets, and other available tools.
● Retrieve, verify, and analyze data required to resolve support requests.
● Categorize and prioritize support tickets based on severity and business impact.
● Work within defined response and resolution SLAs.
● Escalate complex or critical technical issues to senior support or development team members when required.
● Coordinate with the development team for issues requiring code-level investigation, deployment, or platform-level changes.
● Perform routine system-log reviews, health checks, and pending-ticket reviews.
● Maintain clear documentation of issues, troubleshooting performed, resolutions, and pending actions.
● Keep ticket and task-management platforms updated with accurate support information.
● Ensure proper shift handover by documenting completed tasks, pending items, critical issues, and required next steps.
● Follow established support processes and adapt to changes in platform rules or procedures.
● Work collaboratively with other support resources to ensure continuous support coverage across assigned shifts.

Skills Required

● Working knowledge of Microsoft Excel and/or Google Sheets, including basic formulas and lookup functions such as VLOOKUP.
● Basic understanding of system logs and technical troubleshooting. Good understanding of Databases (MySQL) and working with data.
● Familiarity with tools such as Google Docs, Google Sheets, Monday, Slack, or Jira.
● Basic scripting knowledge, particularly Node.js, is an added advantage but not mandatory.
● Good verbal and written communication skills.
● Strong analytical and problem-solving abilities.
● Good attention to detail and ability to follow documented processes.
● Ability to prioritize tasks and handle multiple support requests effectively.
● Comfortable working independently as well as coordinating with support and development teams.