Technical Support Trainee

TL;DR

Technical Support Trainee (Software): Providing technical assistance and support to end-users for i2 software applications with an accent on diagnosing and troubleshooting software problems. Focus on resolving technical issues and collaborating with development teams to enhance software functionality.

Location: Remote (United Kingdom)

Company

i2 Group, a hirify.global company, develops i2 software applications and provides technical support for enterprise systems.

What you will do

• Respond to customer inquiries via phone, email, and chat.
• Diagnose and troubleshoot software issues reported by end-users.
• Identify, document, and resolve software bugs and issues.
• Maintain a high level of customer satisfaction and provide regular updates.
• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with development, QA, and product teams to provide feedback and suggest improvements.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field is essential.
• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Occasional on-call weekend support is required.

Nice to have

• Proven experience in a technical support or help desk role.
• Experience with software troubleshooting and diagnostic tools.
• Familiarity with ticketing systems (e.g., Salesforce, JIRA) and i2 Software.
• Proficiency in operating systems (Windows, macOS, Linux).
• Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle).
• Understanding of networking fundamentals and protocols.