Web Application Support Specialist

EcoVadis WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Join EcoVadis as a Web Application Support Specialist and contribute to guiding companies toward a sustainable world. EcoVadis is a leading provider of business sustainability ratings with solutions backed by an international team of experts and powerful technology.

Job Description

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

Responsibilities

• 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 and evaluate retroactive actions.
• Acquire and maintain current knowledge of relevant 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 through written and verbal communication.
• Ensure complete follow-up on reported cases and keep end users informed about status and actions.
• Monitor logs and application outages, respond to alerts, and communicate with affected users.
• Work with confidential data, ensuring data safety and security.
• Read technical and functional documentation and discuss with business users to understand desired behavior.
• Ensure the quality of delivered fixes in a timely manner.
• Deliver training and support to end-users; create process documentation and training materials for non-technical users.
• Develop processes to handle new types of requests and keep technical documentation up to date.
• Create custom SQL scripts to retrieve and modify data for troubleshooting and reporting.
• Perform preventive maintenance and analyze root causes of issues.
• Advocate for customer needs by sharing feedback with development and business analysis teams to improve the product.
• Participate in incidents to assist with resolution and manage communications with affected users.
• Provide on-call support for urgent and complex issues.

Qualifications

Nice to Have

Additional Information

Offer only for candidates based in Malaysia.

Location : Hybrid in Kuala Lumpur (3 days in the office per week)

EEO and Inclusion

EcoVadis is committed to equity and inclusion and does not discriminate 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. We welcome applicants of diverse backgrounds and provide adjustments in the hiring process as needed.

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