Web Application Support Specialist
hace 2 días
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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