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Technical Support Analyst L2

Job Location: Sofia

Regional Description: Bulgaria

Job Number: 00565110


- Job description

Technical Support Analyst L2
The role is to provide a high quality technical and non-technical support service as part of our Support Team to customers operating on systems and software supplied by Javelin Group, according to the agreed Service Level Agreements during published operating hours.

Technical Duties:
  • Troubleshoot platform jobs
  • Debug incorrect website behaviour – content, configuration or code related issues
  • Perform and smoke test code deployments and rollbacks
  • Configure and troubleshoot E-commerce Backend
  • Participate in direct communication with the client
  • Investigate and troubleshoot data feeds from 3rd parties in XML, WebService or SOAP format
  • Website monitoring and reporting

Soft Duties:

  • Performing diagnostics and maintenance on Demandware e-commerce Platform
  • Resolution of incidents in a professional, courteous manner
  • Systematically break down and solve complex or ambiguous incidents
  • Resolving issues, problems and service requests
  • Providing Root Cause Analysis
  • Liaise closely with internal teams (developers, business analysts, technical architects, testers) to reproduce and resolve issues
  • Communicate via e-mail, phone and other support management applications
  • Log and regularly update all relevant incident and/or service request details and customer interactions
  • Keep all involved parties regularly informed of incident progress, notifying them of impending changes, agreed outages and etc
  • Knowledge capture
  • Adhere to the set SLAs
  • Participation in improving processes and client relationships
Experience we look for:
  • 2+ years of experience with Windows environment
  • Server Communication
  • Web services
  • Application services
  • Networking fundamentals
  • XML
  • HTML
  • HTTP
  • Capable of reading and debugging JavaScript
  • Working knowledge of Demandware or other E-commerce platform
  • Linux and/or Unix experience
  • WebDAV
  • SOAP
  • Ajax, JSON fundamentals
Skills & Attributers we look for:
  • Strong active listening, multitasking, interpersonal and organizational skills
  • Positive, professional, empathetic and customer-focused manner
  • Logical problem-solving skills and identify solutions based on written procedures, guidelines and process tools
  • Must be self-motivated, disciplined, and takes responsibility for their own work
  • Hands on experience of Incident and Problem Management in a multi supplier environment
  • Detail-oriented
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
  • Passion towards improving client experience
Our Sofia office is located on 63 Kazbek str.
We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes: 

  • Highly competitive salary and discretionary annual bonus
  • Opportunities for career progression
  • Open communication with the management team 
  • Comprehensive and flexible benefits package. You choose your own social benefits
  • Additional paid annual holiday
  • Option to join the company share scheme 
  • Ongoing training in new/existing technologies 
  • A brand new and modern office  
  • Regular team socials 
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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