Jr. Technical Support Specialist (w. SQL) - US, East Coast - Remote

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Job Overview

The Jr. Technical Support Specialist (with SQL) will be responsible for providing exceptional technical support to our clients and internal teams. This role involves resolving technical issues related to our software applications, assisting users with database queries, and ensuring the integrity and performance of our systems. The ideal candidate will utilize their SQL knowledge to troubleshoot and resolve issues efficiently while contributing to product improvement and user satisfaction. Effective communication skills and a customer-centric approach are essential, as the specialist will frequently interact with users to provide guidance and support remotely.

Job Responsibilities

• Provide Tier 1 and Tier 2 technical support for our software applications, ensuring timely responses to user inquiries.
• Utilize SQL to diagnose and troubleshoot database-related issues, including data retrieval and manipulation.
• Document and track issues in our support system, maintaining detailed records of user interactions and resolutions.
• Collaborate with development and product teams to relay customer feedback and identify areas for product enhancement.
• Assist in the creation of knowledge base articles and user guides to improve customer self-service capabilities.
• Conduct end-user training sessions and assist clients in understanding software functionalities and best practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proficiency in SQL, with hands-on experience in writing and understanding complex queries.
• Previous experience in a technical support role or customer service position, preferably in a software environment.
• Strong analytical and problem-solving skills, demonstrated through troubleshooting technical issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Familiarity with help desk ticketing systems and support documentation practices is a plus.

Technologies & Tools

The Jr. Technical Support Specialist will work with a variety of technologies and tools to accomplish their tasks. The primary technologies include SQL databases (such as MySQL and MSSQL), ticketing systems (like Zendesk or Jira), and remote support tools. Additionally, experience with software development life cycle (SDLC) tools and collaborative platforms (such as Confluence or Slack) will be beneficial for effective teamwork and communication.

Ideal Candidates

The ideal candidate for the Jr. Technical Support Specialist position possesses a strong technical aptitude paired with a keen attention to detail. They are proactive problem solvers who can think critically and remain calm under pressure. A customer-focused mindset and the ability to work independently in a remote environment are essential. Additionally, possessing the enthusiasm for technology and a desire to learn and grow within the technical support domain will help candidates thrive in this role at Suvoda.