Position: Technical Support Specialist (with SQL knowledge)
Company: Helpware
Experience required: 3y
English level: intermediate

Helpware is a technology-driven American company with offices in the USA, Ukraine, Germany, 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 client has a tremendous opportunity for a proactive, solutions-oriented Technical Support Specialist who will always go the extra mile to delight our merchants and deliver an exceptional experience. Successful candidates have a passion for business intelligence, demonstrated SQL skills, advanced critical thinking, and problem-solving skills.

**What You’ll Do:**

Perform initial analysis of workflow errors and support requests providing resolutions or escalating as appropriate during the following schedule: US Evening Shift; US Weekends;
Can be any combination of weekdays as well as Saturday / Sunday;
Write SQL to perform ETL/ELT functions;
Explore data using SQL and/or Python 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;
Build trust with merchant accounts through open, timely and interactive communication;
Translate internal product documentation, technical-speak and troubleshooting steps for merchants;
Gather and consolidate feedback from merchants as input for our Product team;
Author knowledge base articles for internal and external use.

**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 – Hubspot 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 (5-minute walk from Kontraktova) or Remote work;
Business hours: 8 AM - 5 PM (Kyiv time);
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with the native speaker;
Family environment with an extremely friendly team and unlimited support.