Support Trainee
About this job
Redwood Software is looking for a Support Trainee to join their team in Hyderabad, Telangana, India. Redwood Software is a leader in full-stack automation fabric solutions, providing the first SaaS-based composable automation platform built for ERP to help customers manage and monitor mission-critical workflows across various applications and servers. As a Support Trainee, this entry-level role involves participating in a structured training program to build foundational knowledge of the company's products and support processes. A normal day consists of completing training modules, studying relevant technologies like databases and networking, shadowing senior agents, reviewing real support cases, and gradually learning how to handle simple customer inquiries under guided supervision.
Responsibilities
- Complete all training modules in the Support Trainee Program regarding product knowledge and troubleshooting.
- Build a basic understanding of technologies like databases, operating systems, networking, APIs, and security.
- Participate in training sessions, knowledge assessments, and shadow senior team members.
- Observe customer communication, ticket handling, and documentation guidelines.
- Begin handling simple customer inquiries under supervision with increasing autonomy.
- Learn support workflows including SLAs, escalation rules, and the ticket lifecycle.
Requirements
- Studies in Computer Science, Information Technology, or a related field (completed or in progress).
- Familiarity with computer systems and basic troubleshooting concepts.
- Strong interest in technology and willingness to learn technical concepts independently.
- Proficiency in English (written and spoken).
Good to have
- Previous experience in customer or application support.
- Exposure to technical environments through coursework, internships, or personal projects.
Who should apply
This role is ideal for candidates with studies or background in Computer Science, IT, or related fields who have a strong interest in technology and want to build a career in technical support. Since this is an entry-level trainee position within the Customer Support organization, candidates eager to learn through a structured training program and develop foundational technical skills should apply.
Frequently asked questions
What is the primary goal of the Support Trainee role at Redwood Software?
The goal is to learn, practice, and gradually apply troubleshooting and ticket-handling skills under supervision, with the aim of transitioning into a Level 1 Support Representative.
What does a normal day involve for a Support Trainee at Redwood Software?
A normal day involves completing training modules, studying technologies like databases and networking, shadowing senior agents, and learning to handle basic customer inquiries.
Where is the Redwood Software Support Trainee position located?
The position is located in Hyderabad, Telangana, India.
What educational background is required for the Support Trainee position at Redwood Software?
Candidates should have studies in Computer Science, Information Technology, or a related field, which can be either completed or in progress.
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