About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, 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.

We are growing and have open positions as SQL Technical Support.

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:

• Advanced English (C1) and Spanish (C1) levels
• 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

Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

• Mandatory use of Personal Protective Equipment
  
• Sanitizing, disinfecting, or cleaning procedures in place
  
• Social distancing guidelines in place
  
• Divided work stations
  
• Remote interview process
  
• Virtual meetings