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.
Valuable verbal and written communication skills.
Solid 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 (India)
🏢 W3villa Technologies
📍 India