Overview
L1 Support Representative providing technical support to Redwood customers by managing tickets, performing initial troubleshooting, and resolving routine to moderately complex issues.
What you'll do
- Manage incoming customer tickets with moderate autonomy, ensuring timely responses and accurate updates.
- Perform initial troubleshooting and gather information to diagnose issues.
- Escalate cases appropriately based on established timelines and guidelines.
- Document interactions and findings clearly and accurately.
- Participate in customer calls to clarify issues or assist with basic troubleshooting.
- Support queue health by prioritizing and organizing workload to meet SLA requirements.
- Stay up to date on product releases, configuration changes, new features, and known issues.
What you'll need
- 2–3 years of customer or application technical support experience.
- Technical degree in Computer Science, IT, Engineering, or equivalent practical experience.
- Strong troubleshooting skills across Windows/Linux, SQL databases, APIs/web services, and basic networking.
- Advanced scripting experience.
- Experience with one or multiple programming languages.
- Ability to learn new technologies quickly and follow structured troubleshooting steps.
- Strong written and verbal communication skills in English.
Details
- Location: Hyderabad, Telangana, India.
Read the full description and apply on the company’s own careers page.
