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SeniorFull-time
Salary Range
$42,432 - $57,408 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for Web Application and Salesforce Support Specialists to join our Technology and Platform Services department. This role is foundational to EcoVadis’ ability to drive continuous improvement in companies’ sustainable business practices at scale.
Key Responsibilities
- →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.
- →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
- ✓Strong knowledge of web applications and APIs.
- ✓Experience with Salesforce.
- ✓Proficiency in SQL for data retrieval and modification.
- ✓Excellent troubleshooting and problem-solving skills.
- ✓Strong communication skills, both written and verbal.
- ✓Ability to work with confidential data and ensure data safety and security.
- ✓Experience with technical documentation and process development.
- ✓Ability to provide training and support to end-users.
- ✓On-call support availability for urgent and complex issues.
