Position: SQL Technical Support
Company: Helpware
Category: Support
Experience required: 3y
English level: upper

**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 
 - **Upper-intermediate English level**
 - 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.