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.

• 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.