Web Application & Salesforce Support Specialist

Company Description

Work smart, have fun and make an impact!

EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page.

If you have questions about the company or open roles you can chat with an insider.

Job Description

Our Technology and Platform Services department designs and secures the platform that underpins all of our offerings, achieving scalability and continuous improvement through innovation and collaboration. We’re looking for several Web Application and Salesforce Support Specialists to assist both our customers and internal stakeholders with any technical issues. These new roles, which are foundational to EcoVadis’ ability to drive continuous improvement in companies’ sustainable business practices at scale, will join an existing global team to enable the continuous delivery of high-quality support.

Your responsibilities will consist of:

• Provide immediate assistance on issues triggered by intensive users of EcoVadis tools, primarily complex web applications and APIs.
• Troubleshoot reported issues, diagnose bugs, and identify root causes.
• Provide instructions and clear steps to reproduce issues to support developers in understanding the nature of the problem to be fixed and evaluate any necessary retroactive actions. Offer correct scenarios when needed.
• Acquire and maintain current knowledge of relevant underlying product features to provide accurate solutions to customer requests.
• Collaborate with end users, functional analysts, and developers to identify and solve issues in EcoVadis’ internally developed web applications.
• Provide high-quality support to all users across the business, both through written communication and verbal interactions.
• Ensure complete follow-up on reported cases to keep end users informed about the status and potential actions to be taken.
• Monitor logs and application outages to actively respond to alerts and exceptions, and manage communication with affected users.
• Work with confidential data, exercising utmost caution to ensure data safety and security.
• 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 to end-users.
• Create process documentation, training materials, and articles explaining complex technical concepts to non-technical users.
• Develop processes to handle new types of requests from internal stakeholders.
• Keep technical documentation and procedures up to date.
• Create custom SQL scripts to retrieve and modify data for issue troubleshooting and reporting.
• Perform preventive maintenance and analyze root causes of issues.
• Advocate for customer needs by sharing feedback with the development and business analysis teams to continuously improve the product.
• Participate in incidents to assist with issue resolution and manage communication with affected users.
• Provide on-call support for urgent and complex issues.

Qualifications

• Fluent written and spoken English 
• 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.
• Passion for Customer Service – Customer satisfaction is your passion and #1 goal.
• Team Player – You thrive in a team-oriented environment and are eager to help when needed.
• Highly Motivated –  Ability to work under pressure in fast-moving environment
• Investigation & diagnostic skills, excellent organization skills, ability to systematize and prioritize.
• 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
• Salesforce Certifications – Preferred, but not required
• 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...). 

Nice to have:

• Understanding of software development life cycle and software development / deployment methodologies
• Experience with Agile software development
• ITIL Knowledge

Additional Information

Location: Hibryd from CDMX, Full time position, 

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing is full of talented professionals from various fields who all share a desire to change the world.

What do we offer? With our team in Mexico, you will have opportunities to exchange and develop your skills within a multinational team, the Ability to work in an autonomous way and in an environment where your ideas are valued, participate in interesting training (including those in our foreign offices), Optional (fully covered or co-financed) health care, life insurance, and Pension Plan. We have a Philosophy of Flexi-time & home office, a competitive salary aligned with your experience, and a casual and very friendly environment.

Our hiring team looks forward to reviewing your CV and cover letter / portfolio with a guaranteed response to every application. A new job with purpose awaits you!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. 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.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion, and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, We encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).