Junior (Web) Application Support - Level 2
- Ebène, Quatre Bornes, Mauritius
EcoVadis offers an exciting, truly international job opportunity in an innovative and dynamic environment. Awarded as the fastest-growing startup in the sustainable supply chain space, EcoVadis is driven by a young team of over 30 nationalities making a real impact on the environmental and social practices of companies around the world.
EcoVadis aims at improving environmental and social practices of companies by leveraging the influence of global supply chain management. More than 100 global multinational companies have selected the EcoVadis solution, including Fortune 500 such as Axa, Bayer, BASF, Coca Cola Enterprises, Deutsche Telekom, Heineken, Henkel, Orange, Johnson & Johnson, L’Oréal, Nestlé, Renault-Nissan, Schneider Electric and Verizon.
Join us, we’re looking for collaborative, fun and passionate people to help us make a difference.
Your responsibilities will consist of:
Troubleshoot complex web applications, diagnosing and/or resolving issues reported by internal or external users, escalated by the Application Support Level 1 colleagues.
Perform root cause analysis of reported issues, prioritize and approve confirmed bugs for development team
Handle the communication with developers to provide correct scenarios to reproduce the issues, with clear information about the expected behavior.
Provide complete follow up of the reported cases, to have end users well documented about the status and the actions to be taken
Understand the functional aspect of the systems and handle communication with the different company Business Units to clearly identify the functional definitions of the applications being troubleshooted.
Collaborate with QA, Product Development & Development teams to ensure the quality of the delivered bugs.
Ensure all owned tasks are managed in line with EcoVadis policies/procedures and standards
Advocate for customer needs by sharing feedback with the development & business analysis teams to continuously improve the product.
Deliver training and support to end-users.
Keep technical documentation and procedures up to date.
Handle cases escalated as CRITICAL from different business units
Detect bugs in newly deployed system, document and communicate to the Development team
Provide consistent feedback regarding overall customer satisfaction, tools and processes in order to drive improvement initiatives on existing services
Monitoring performance to ensure reliable functioning of the system in order to prevent technical glitches
Relevant Diploma: Master or Engineer in Computer Science or other relevant degree is preferable.
Approximately 1-2 years working experience in a Web Application Support environment.
Fluent written and spoken English – at least B2/C1 level
Ability to manage Service Level Agreements.
Knowledge of ITSM tools (Jira, TFS, ZenDesk, etc.)
Intermediate knowledge of SQL and databases, programming / debugging knowledge is a plus
Ability to deal with multiple tasks and work in a dynamic multi-cultural environment.
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.
Nice to have:
Understanding of software development life cycles and software development methodologies.
Experience with agile software development.
Full time position
In return for your expertise and energy, we offer:
challenge, opportunities to exchange skills within multinational team,
ability to work in an autonomous way and in an environment where your ideas are valued,
interesting trainings (including those in our foreign offices),
flexi-time & home-office,
competitive salary aligned with experience,
very friendly environment,