Web Application & Salesforce Support Specialist

Our Technology and Platform Services department designs and secures the platform that underpins all of our offerings, achieving scalability and continuous improvement through innovation and collaboration. We’re looking for several Web Application and Salesforce Support Specialists to assist both our customers and internal stakeholders with any technical issues. These new roles, which are foundational to EcoVadis’ ability to drive continuous improvement in companies’ sustainable business practices at scale, will join an existing global team to enable the continuous delivery of high-quality support.

Your responsibilities will consist of:

• Provide immediate assistance on issues triggered by intensive users of EcoVadis tools, primarily complex web applications and APIs.
• Troubleshoot reported issues, diagnose bugs, and identify root causes.
• Provide instructions and clear steps to reproduce issues to support developers in understanding the nature of the problem to be fixed and evaluate any necessary retroactive actions. Offer correct scenarios when needed.
• Acquire and maintain current knowledge of relevant underlying product features to provide accurate solutions to customer requests.
• Collaborate with end users, functional analysts, and developers to identify and solve issues in EcoVadis’ internally developed web applications.
• Provide high-quality support to all users across the business, both through written communication and verbal interactions.
• Ensure complete follow-up on reported cases to keep end users informed about the status and potential actions to be taken.
• Monitor logs and application outages to actively respond to alerts and exceptions, and manage communication with affected users.
• Work with confidential data, exercising utmost caution to ensure data safety and security.
• Read technical and functional documentation, and discuss with business users to understand the desired behavior of the applications.
• Ensure the quality of delivered fixes in a timely manner.
• Deliver training and support to end-users.
• Create process documentation, training materials, and articles explaining complex technical concepts to non-technical users.
• Develop processes to handle new types of requests from internal stakeholders.
• Keep technical documentation and procedures up to date.
• Create custom SQL scripts to retrieve and modify data for issue troubleshooting and reporting.
• Perform preventive maintenance and analyze root causes of issues.
• Advocate for customer needs by sharing feedback with the development and business analysis teams to continuously improve the product.
• Participate in incidents to assist with issue resolution and manage communication with affected users.
• Provide on-call support for urgent and complex issues.

Requirements

• Fluent written and spoken English
• Excellent written and verbal communication skills, customer service experience and problem solving skills, patience and understanding, investigation & diagnostic skills, excellent organization skills, ability to systematize and prioritize.
• Relevant Diploma: Master or Engineer in Computer Science or other relevant degree is preferable.
• Approximately +2 years working experience in Web Application Support, especially in the Azure .Net environment.
• Passion for Customer Service – Customer satisfaction is your passion and #1 goal.
• Team Player – You thrive in a team-oriented environment and are eager to help when needed.
• Highly Motivated – Ability to work under pressure in fast-moving environment
• Investigation & diagnostic skills, excellent organization skills, ability to systematize and prioritize.
• 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.
• Salesforce Expertise – Technical, working knowledge of Salesforce platforms
• Salesforce Certifications – Preferred, but not required
• Ability to deal with multiple tasks and work in a dynamic multi-cultural environment.
• Experience in monitoring tools (Kibana, Azure App Insights, Sentry, Site24/7, etc...).

Nice to have:

• Understanding of software development life cycle and software development / deployment methodologies
• Experience with Agile software development
• ITIL Knowledge