Technical Support Specialist

hace 2 meses

Xico, México Ecovadis A tiempo completo

At EcoVadis, we are committed to making a positive impact on the world by helping companies improve their sustainability practices. We're looking for a Technical Support Specialist - Web Applications to join our team in Mexico. As a key member of our Technology and Platform Services department, you will play a crucial role in ensuring the smooth operation of our platform, which is used by companies worldwide to assess and improve their sustainability performance.

Your primary responsibilities will include:

  • Troubleshooting technical issues reported by customers and internal stakeholders;
  • Diagnosing bugs and identifying root causes;
  • Providing instructions and clear steps to reproduce issues to support developers in understanding the nature of the problem to be fixed and evaluating any necessary retroactive actions;
  • Aquiring and maintaining current knowledge of relevant underlying product features to provide accurate solutions to customer requests;
  • Providing high-quality support to all users across the business, both through written communication and verbal interactions;
  • Ensuring complete follow-up on reported cases to keep end-users informed about the status and potential actions to be taken;
  • Working with confidential data, exercising utmost caution to ensure data safety and security;
  • Ensuring the quality of delivered fixes in a timely manner;
  • Deliivering training and support to end-users;
  • Creating process documentation, training materials, and articles explaining complex technical concepts to non-technical users;
  • Developing 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;
  • Performing preventive maintenance and analyzing root causes of issues;
  • Advocating for customer needs by sharing feedback with the development and business analysis teams to continuously improve the product;
  • Participating in incidents to assist with issue resolution and managing communication with affected users;
  • Providing on-call support for urgent and complex issues.

We're offering a competitive salary of approximately $50,000 per year, depending on experience. Additionally, you'll have opportunities to exchange and develop your skills within a multinational team, work in an autonomous way, and participate in interesting training (including those in our foreign offices). You'll also enjoy optional fully covered or co-financed healthcare, life insurance, and pension benefits.

If you're passionate about providing exceptional customer service and have a strong background in web application support, we encourage you to apply for this exciting opportunity. Our ideal candidate will possess excellent written and verbal communication skills, customer service experience, and problem-solving skills. A relevant diploma in Computer Science or related field is preferred, along with +2 years of working experience in web application support, especially in the Azure.Net environment.

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