Remote Web Application & SalesForce Support Specialist

Summary

The job is for a Web Application & SalesForce Support Specialist in EcoVadis' Technology and Platform Services department. The role involves providing technical support to both customers and internal stakeholders, troubleshooting issues, collaborating with team members, creating process documentation, and ensuring the quality of delivered fixes.

Requirements

• Passion for Customer Service
• Team Player
• Highly Motivated
• Fluent in English (speech and writing)
• 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
• 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
• 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...)

Responsibilities

• Providing immediate assistance on issues triggered by intensive users of EcoVadis tools
• 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
• 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
• 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

Preferred Qualifications

Salesforce Certifications

Benefits

• Beginning: ASAP
• Full time position
• Working Model: Remote