SQL Technical Support Specialist

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

 Our Kyiv Team is growing and we're looking for experienced SQL Technical Support Specialist to join our Helpware team.

Responsibilities:

• Perform initial analysis of workflow errors and support requests providing resolutions or escalating as appropriate 

• Write SQL to perform ETL/ELT functions 

• Explore data using SQL from new data sources in the Daasity Platform to evaluate distributions and data integrity 

• Have a high sense of urgency while overseeing the complete resolution of triaged issues 

• Prioritize and manage ticket lifecycle and communicate to merchant or internal teams about issues, analysis, findings, resolution and future preventative measures/fixes 

• Work with onboarding team to implement new merchant accounts and tailor implementation based on merchant data sources

Qualifications:

• Strong aptitude for learning new technologies and problem solving  

• 3+ years writing SQL  

• 3+ years in a technical support role (preferably in a SaaS environment) 

• Excellent technical troubleshooting skills 

• Outstanding documentation skills, being able to put yourself in the shoes of the end user (internal or external)  

• A self-motivated, detailed, results-oriented mindset 

• Ticketing system experience – Zendesk experience a plus 

• Experience with project management tools such as Asana 

• Experience monitoring and researching workflow error logs 

• Direct to Consumer/ecommerce experience 

• Familiarity with navigating SaaS based platforms and software deployment 

• Familiarity with data visualization platforms (Looker, Tableau) 

• Ability to think logically and analytically 

• Exceptional verbal and written communication skills, uniquely tailored so the intended audience can easily understand 

• Organizational skills 

• Enthusiasm to work in a fast-paced, collaborative environment 

• Experience in smaller company settings where everyone rolls up their sleeves, and a proactive self-directed attitude is a must 

• Customer-first attitude, willing to go the extra mile to deliver an exceptional customer experience.  

We offer:

• Possibility to work remotely;
• Competitive compensation linked to UAH/USD rate;
• Medical and Life insurance after the trial period;
• English classes with a native speaker;
• Schedule: Mon-Fri, 11.00-20.00.
• Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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