Role Overview: The L1 Technical Support Specialist is responsible for providing first-level technical support, user assistance, and system guidance for deployed applications. This role also functions as a Trainer, delivering user training sessions during system rollouts, events, roadshows, and medical missions. The position requires strong communication skills, technical fundamentals, and the ability to assist users in both office and onsite environments. Key Responsibilities: 1. Technical Support (Level 1)

Provide first-line support for system users (login issues, navigation, basic troubleshooting)
Respond to and resolve basic technical concerns and user inquiries
Escalate complex issues to L2/L3 support teams
Document incidents, resolutions, and recurring issues

2. User Training & Facilitation

Conduct system training sessions for end-users (onsite and virtual)
Assist in onboarding users during deployments, roadshows, and medical missions
Explain system features, workflows, and best practices in a clear manner
Provide hands-on guidance and user support during live operations

3. Deployment & Onsite Support

Support system setup, configuration, and testing during deployments
Assist users during live events, field operations, and medical missions
Ensure system readiness and smooth usage in real-time environments

4. Documentation & Knowledge Sharing

Create and update user manuals, training guides, and FAQs
Maintain knowledge base for common issues and solutions
Assist in improving training materials and system documentation

5. Monitoring & Issue Tracking

Track reported issues and ensure proper resolution
Provide feedback on common user challenges and system improvements
Assist in testing and validation of fixes or updates

6. Coordination & Communication

Coordinate with developers, QA, and project coordinators
Communicate clearly with users, clients, and stakeholders
Provide regular updates on support activities and training sessions

Required Skills & Qualifications

Basic knowledge of web applications and systems (React/Laravel is a plus)
Strong troubleshooting and problem-solving skills
Excellent communication and presentation skills
Ability to explain technical concepts in simple terms
Familiarity with Microsoft Office / Google Workspace
Strong customer service orientation

Preferred / Nice-to-Have Skills Experience in technical support or helpdesk roles

Background in training, facilitation, or onboarding users
Experience in system deployments, events, or medical missions
Familiarity with ticketing systems or issue tracking tools
Basic understanding of databases or system workflows

Key Competencies

Technical support and troubleshooting
Training and facilitation skills
Communication and user engagement
Patience and customer handling
Adaptability in fast-paced environments

Experience Requirements

0–2 years of experience in technical support, training, or related roles
Fresh graduates with strong communication and technical aptitude are welcome

Soft Skills & Professional Attributes

Friendly, approachable, and professional
Detail-oriented and organized
Willing to travel and provide onsite support
Able to work under pressure during deployments and events
Eager to learn and grow in technical and training roles