Support Trainee- SQL
Overview
The Support Trainee will undergo a structured training program to develop the technical knowledge and support skills required to transition into a Level 1 Support Representative role. The program covers product knowledge, support workflows, troubleshooting methodologies, and customer communication.
The role is suitable for freshers and early-career candidates with 0–1 year of experience. Candidates must be flexible to work in shifts and weekends.
Key Responsibilities
Complete all modules of the Support Trainee Program, covering products, support workflows, and troubleshooting methodologies.
Develop working knowledge of databases, operating systems, networking, APIs, and security fundamentals.
Complete required knowledge checks and practical assessments.
Shadow senior support agents and team leads to understand customer communication, issue diagnosis, and ticket-handling techniques.
Handle basic customer inquiries under direct supervision, gradually taking on greater responsibility.
Learn and follow support procedures, including Service Level Agreements (SLAs), escalation paths, prioritization rules, and issue documentation.
Use internal knowledge bases and collaborate with mentors to track learning progress and clarify technical questions.
Required Qualifications
0–1 year of experience; freshers and early-career candidates are eligible.
Degree completed or in progress in Computer Science, Information Technology, or a related field.
Relevant qualifications may include BCA, B.Sc., MCA, or M.Sc.
Familiarity with computer systems and basic troubleshooting concepts.
Strong willingness and ability to learn technical concepts independently.
Good spoken and written English communication skills.
Flexibility to work in shifts and weekends.
Preferred Qualifications
Prior experience in customer support or technical support.
Exposure to technical environments through internships or personal projects.