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EcoVadis Web Application Technical Support Specialist

hace 1 mes


Ciudad de México, Ciudad de México Ecovadis A tiempo completo

As an integral part of our Technology and Platform Services department, you will be responsible for providing top-notch technical support to our users in the context of our web applications. Your primary goal will be to ensure that our customers receive exceptional assistance in a timely manner.

Job Description

We are seeking a skilled and experienced Web Application Technical Support Specialist who can provide immediate assistance on issues triggered by intensive users of EcoVadis tools, mainly complex web applications and APIs.

  • You will troubleshoot reported issues and diagnose bugs and identifying root causes, providing clear steps to reproduce and instructions to developers.
  • Your responsibilities will also include collaborating with end-users and other team members, functional analysts, and developers to identify and solve issues in the EcoVadis internally developed web applications.
  • You will provide high-quality support to all users across the business, either through written instructions or verbal conversations.
  • In addition, you will monitor logs and application outages to actively act on alerts and exceptions, and manage communication with affected users.
  • Your role requires working with confidential data, exercising utmost caution to keep it safe and secure.
  • You will also be responsible for reading technical and functional documentation, discussing with business users to understand the desired behavior of the applications, ensuring the quality of delivered fixes in a timely manner, delivering training and supporting end-users, keeping technical documentation and procedures up to date, ensuring preventive maintenance, analyzing application root cause issues, and advocating customer needs by sharing feedback with development & business analysis organizations to continuously improve the product.

Required Skills and Qualifications

  • Fluent written and spoken English
  • Excellent written and verbal communication skills, customer service experience, problem-solving skills, patience, 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 of working experience in a Web Application Support environment, especially in Azure .Net environment
  • Ability to manage Service Level Agreements (SLA) and Operation Level Agreement (OLA)
  • Knowledge of ITSM tools (Jira, TFS, VSTS, ZenDesk, Azure DevOps, etc.)
  • SQL and programming knowledge - code debugging
  • Experience with Visual Studio and SQL Server
  • 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...)

Benefits

We offer a competitive salary of approximately $60,000 per year, aligned with your experience. In addition, you will have opportunities to exchange and develop your skills within a multinational team, work in an autonomous way, participate in interesting training, enjoy optional health care, life insurance, and Pension Plan, and benefit from a philosophy of Flexi-time & home office.

Others

Our hiring team looks forward to reviewing your CV and cover letter/portfolio with a guaranteed response to every application. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, please let the hiring team know.