Technical Support Trainee

About this role

Batch: 2024/2025/2026. 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.