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 & SalesForce Support Specialists, to support both our customers and internal stakeholders with any technical issues. These new roles, which is foundational to EcoVadis’ ability to drive continuous improvement in companies’ sustainable business practices at scale, join an existing team around the world to allow continuous delivery of high quality support.

Your responsibilities will consist of:

• Providing immediate assistance on issues triggered by intensive users of EcoVadis tools, mainly complex web applications and APIs.

• Troubleshooting reported issues, diagnosing bugs and identifying root causes.

• Providing instructions and clear steps to reproduce to support developers in understanding the nature of the issue to be fixed and to evaluate retroactive actions. Providing correct scenarios when needed.

• Acquire and maintain current knowledge of relevant underlying product features to provide accurate solutions to customers requests

• Collaborating with end users and other team members, functional analysts and developers to identify and solve issues in the EcoVadis internally developed web applications.

• Providing high quality support to all users across the business, either by writing or by engaging in verbal conversations.

• Providing complete follow up on the reported cases to have end users well informed about the status and the potential actions to be taken.

• Monitoring logs and application outages to actively act on alerts and exceptions, and to manage the communication with affected users.

• Working with confidential data and exercising utmost caution to keep the data safe and secure.

• Ability to read technical and functional documentation, and to discuss with business users to understand the desired behavior of the applications.

• Ensuring the quality of the delivered fixes in a timely manner.

• Delivering training and supporting end-users.

• Creating process documentation, training materials and articles explaining complex technical concepts to non-technical users.

• Creating processes to handle new types of requests from internal stakeholders.

• Keeping technical documentation and procedures up to date.

• Creating custom SQL scripts to retrieve and modify data for issue troubleshooting and reporting.

• Ensuring preventive maintenance, analyzing root causes of the issues.

• Advocating customer needs by sharing feedback with the development & business analysis organizations to continuously improve the product.

• Participating in incidents to help with the issue resolution and to manage communication with the affected users.

• Provide on-call support for urgent and complex issues