SQL Technical Support (L2) - Remote/All Parishes

We are seeking a Technical Support Specialist to provide L2 technical assistance to clients using our membership and dispatch management application.

We are seeking a Technical Support Specialist to provide L2 technical assistance to clients using our membership and dispatch management application. This role focuses on resolving client issues efficiently, optimizing support workflows, and escalating complex issues to senior engineers when necessary.
This is a client-facing, hands-on role designed to deliver a high-quality technical support experience to North American clients while reducing workload on senior technical staff.

Key Responsibilities

Client Support & Troubleshooting:

• Respond to client issues after intake and triage by the Client Support Representative.
• Troubleshoot technical problems related to application functionality, connectivity, and configuration.

Escalation Management:

• Identify issues requiring escalation and follow established protocols to involve senior engineers.
• Document technical findings and resolutions clearly for knowledge base improvement and team reference.

Technical & Process Documentation:

• Maintain accurate support logs and troubleshooting records.
• Contribute to recurring issue tracking and support documentation to improve overall process efficiency.

Soft Skills & Client Interaction:

• Provide professional, clear, and calm communication with clients, even under pressure.
• Handle frustrated or challenging client interactions with patience and problem-solving focus.

Required Qualifications

• 2–5 years of IT support or technical helpdesk experience.
• Functional knowledge of SQL Server and relational database concepts.
• Strong understanding of Windows environments, desktop application troubleshooting, and network connectivity basics.
• Familiarity with remote access tools (TeamViewer, AnyDesk, Zoom).
• Excellent English verbal communication skills for North American clients.
• Ability to work independently and follow escalation procedures.

Preferred Qualifications

• Experience supporting Microsoft Access or similar desktop applications.
• Relevant certifications such as CompTIA A+ or Microsoft Fundamentals.
• Prior BPO or outsourced support experience is a plus.

Soft Skills & Attributes

• Strong problem-solving mindset and attention to detail.
• Calm under pressure with excellent multitasking capabilities.
• Clear, professional communication style with focus on client satisfaction.

About Influx
Our 24/7 on-demand support service guarantees response times and coverage, troubleshooting and solving customer problems in under one hour, every hour of the week. Headquartered in California with a global team of 1,000+ staff, we are committed to delivering exceptional customer service. Learn more at www.influx.com.