As a member of the Avalara Support team your goal is to provide world-class service to our customers. He/she will be expected to live by our ‘cult of the custom; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale.
The Technical Support Engineer will provide and in-depth level of technical support to our customer base and various departments within Avalara for specified software and SaaS products. This involves taking customer phone calls, responding to customer emails and chats in a timely manner.
Job Duties
Serve as front line contact for external customers by answering technical support telephone calls and emails
Answer questions and troubleshoot issues related to use of SaaS software applications
Act as an advocate for the customer and effectively communicate feedback to and from the members of our product development, product management etc. in a very clear and concise method
Take ownership of technical issues from initial report to final resolution
Assist internal groups with technical issues and inquiries
Set up test environments to verify reported software bugs and record in our issue tracking system – Jira
Communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system – Salesforce
Create support documentation to be used internally as well as for customers
Meet individual case management, SLA and C-SAT goals
Proactively monitor the customer’s environment by running reports and activity logs and product usage to identify application issues that prevent customers from achieving system supported business objectives
Maintain customer support call communications in our CRM application – Salesforce
Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc
Effectively train customers on Avalara product(s)
Should be able to write basic database queries and troubleshoot customer issues
Be open to accept additional responsibilities assigned to meet the deadlines
Perform related duties as assigned by Supervisor
Maintain compliance with all company policies and procedures
Qualifications
Education – BE, MCA, MCS
Skills:
A minimum of 2 years relevant professional experience providing direct technical support to external customers by phone and electronically
Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner
Proven ability to effectively communicate both orally and written Business communication, with individuals of varying technical skills and abilities
Work collaboratively with willingness to listen and work in fast paced challenging environment
Excellent organizational skills, with the ability to prioritize, manage, multi-task and execute cross-functionally
Preferred Qualifications
Good-to-Have (Added advantage)
Conversant with working with XML
Conversant with API
Database knowledge
Knowledge of Sales Tax (VAT & Use Tax)
Experience in ERP Domain
Experience with Product based company
Experience with SaaS based solutions
Critical thinking
Experience of tracking tools like Salesforce & Atlassian Jira
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