About the Role
Job Brief
The Junior Software Support Trainee is responsible for providing technical assistance to users experiencing software-related issues. The role involves troubleshooting, documenting, and resolving basic software problems, as well as escalating more complex issues to senior support staff or developers.
Key Responsibilities:
oRespond to user inquiries via email, phone, chat, or ticketing system
o Troubleshoot and resolve basic software functionality issues.
o Guide users through step-by-step solutions or workflows.
o Log support requests and update the internal knowledge base.
o Monitor system performance and notify relevant teams of any major issues.
o Escalate unresolved problems to Tier 2 or 3 support or development teams.
o Assist in software installations, updates, and configuration tasks.
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