Full-Time Web Application & Salesforce Support Specialist

Our Technology and Platform Services department designs and secures the platform for all offerings, achieving scalability and continuous improvement through innovation and collaboration.

We are seeking Web Application & Salesforce Support Specialists to aid customers and internal stakeholders with technical issues.

These foundational roles support EcoVadis' ability to drive sustainable business practices at scale. This role joins a global team for high-quality support.

Responsibilities include:

1. Providing immediate assistance to intensive users on complex web applications and APIs.
2. Troubleshooting issues, diagnosing bugs, and identifying root causes.
3. Providing clear instructions and steps to reproduce issues for developers to understand and fix.
4. Acquiring and maintaining knowledge of product features for accurate solutions.
5. Collaborating with end-users and team members to solve issues.
6. Providing high-quality support to all users.
7. Providing complete follow-up on reported cases.
8. Monitoring logs and application outages to manage communication with affected users.
9. Handling confidential data with utmost caution.
10. Reading technical and functional documentation, and understanding desired application behavior.
11. Ensuring the quality and timeliness of fixes.
12. Delivering training and supporting end-users.
13. Creating process documentation, training materials, and articles explaining technical concepts.
14. Creating processes for new internal stakeholder requests.
15. Keeping technical documentation and procedures up to date.
16. Creating custom SQL scripts for issue troubleshooting and reporting.
17. Ensuring preventive maintenance and analyzing root causes.
18. Advocating customer needs and providing feedback to improve products.
19. Participating in incidents to help resolve issues and manage communication.
20. Providing on-call support for urgent and complex issues.

Skills and Qualifications:

• Strong Customer Service skills - Customer satisfaction is paramount.
• Team Player - Collaborative team environment.
• Highly Motivated - Ability to work under pressure.
• English fluency (speech and writing).
• Excellent communication, customer service, problem-solving, patience and understanding.
• Investigation and diagnostic skills, organization, and prioritization skills.
• Relevant Diploma (Master or Engineer in Computer Science or relevant).
• +2 years experience in Web Application Support, especially in Azure .Net.
• Basic knowledge of ITSM tools (Jira, TFS, VSTS, ZenDesk, Azure DevOps, etc.).
• SQL and C# .Net programming knowledge (code debugging).
• Experience with Visual Studio and SQL Server.
• Technical Salesforce platform knowledge.
• Ability to deal with multiple tasks and a dynamic, multicultural environment.
• Experience with monitoring tools (Kibana, Azure App Insights, Sentry, Site24/7, etc...).
• (Nice to have) Understanding of software development life cycle (SDLC), Agile, and ITIL.

What is the last date for applying to the job?

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