Web Application Support Specialist

hace 2 días


Xico, México Ecovadis Germany Gmbh A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Ecovadis Germany GmbH. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities

  • Provide immediate assistance on issues triggered by intensive users of our tools, mainly complex web applications and APIs.
  • Troubleshoot reported issues, diagnose bugs, and identify root causes.
  • Collaborate with end users and other team members, functional analysts, and developers to identify and solve issues in our internally developed web applications.
  • Provide high-quality support to all users across the business, either by writing or engaging in verbal conversations.
  • Monitor logs and application outages to actively act on alerts and exceptions, managing communication with affected users.
  • Work with confidential data and exercise utmost caution to keep data safe and secure.
  • 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 end-users.
  • Keep technical documentation and procedures up to date.
  • Ensure preventive maintenance, analyze application root cause issues.
  • Advocate customer needs by sharing feedback with the development & business analysis organizations to continuously improve the product.
  • Participate in incidents to help with issue resolution and manage communication with affected users.

Requirements

  • Fluent written and spoken English.
  • Excellent written and verbal communication skills, customer service experience, 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 2-5 years working experience in a Web Application Support environment, especially in Azure.Net environment.
  • Ability to manage Service Level Agreements (SLA) and Operation Level Agreements.


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