SQL Technical Support

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

In 2018 Clutch - B2B ratings, research, and reviews company - has named our Team a Leader in multiple service categories for BPO companies!

We are growing and have an open position as an SQL Technical Support

What You’ll Do:

- 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 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

Skills & 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:

- Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
- You can work in the office and remotely
- Competitive compensation linked to UAH/USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Schedule 11:00 AM - 08:00 PM Kyiv Time
- 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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