Job Details

Technical Support Specialist

We're Looking for a Technical Support Specialist to Join Our Team!

At Suvoda, we're not only passionate about the work that we do and the impact that it has on human lives, but we're passionate about the people who make it happen! Every day, it is our priority to bring in talented and motivated individuals and create a workplace that drives, engages and retains them.

What Should You Expect?

As a Technical Support Specialist you will be responsible of identifying and troubleshooting the error logs that occur in our web-based application. You will create and write SQL queries in order to perform manual updates in customer database. You will also work closely with our first-level Customer Care Specialists and our development team to investigate, troubleshoot and resolve escalated client support issues. The schedule for this role is a 1:00pm - 9:00pm PST / 4:00pm - 12:00am EST shift.

What You'll Do:

• Create and execute SQL scripts and stored procedures to perform manual updates to customer databases as required
• Provide support to customers and/or end users via telephone and email (as required) to troubleshoot issues and identify root causes
• Troubleshoot technical issues reported by Suvoda's Customer Care Specialists and provide guidance
• Collaborate with the services delivery teams to identify optimal solutions
• Excellent understanding of the technical aspects of the system
• Remain up to date with understanding new functionality introduced by core system releases
• Investigate critical and urgent issues in a timely manner
• Ability to pool various reports from the DB as required
• Provide input on current support processes and suggest improvements
• Perform other related duties as required

Who You Are:

You have:

• A Bachelor's degree (ideally in computer science) preferred
• Proficiency with web-based software applications
• Exposure to Windows (Unix based systems)
• Experience creating and executing SQL scripts and stored procedures
• Strong written and verbal communication skills.
• Able to work independently as well as part of a cross functional team.
• Analytical, organizational and planning skills
• Highly self-motivated, able to multi-task in a fast paced environment.
• Attention to detail
• Prior technical support experience preferred, especially in IRT or related field