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 transparent 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.

📌 Technical Support Trainee (Kanpur)
🏢 W3villa Technologies
📍 Kanpur