Technical Support Engineer
Avalara Technologies
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Job Description
- Serve as contact for external customers by answering technical support telephone calls, chats, and emails.
- Own Tier 2 AvaTax and related Connector technical issues through resolution.
- Attain intermediate/experienced proficiency in the primary functions and technical workings for AvaTax and related Connectors, and all Avalara services.
- Comprehend technical interoperability for products in Avalara Portfolio.
- Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation.
- Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.
- Set up test environments to verify reported software bugs and record in our issue tracking system Jira.
- Meet individual case management, SLA and C-SAT goals
What Youll Need to be Successful
- Education: BE or MCA or MCS
- 2+ years in a technical support environment supporting software or SaaS products.
- In depth technical expertise in supporting software or SaaS products, with a focus on APIs.
- Experience with a mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems.
- Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity
- Expertise in mainstream Support ticketing system and support request queue management.
- Communicate with customers and managers regarding case management and status
About The Company
Avalara Technologies
At Avalara, we’re different by design and orange by nature. We’re transforming tax through tech, making our customers’ lives easier across hundreds of countries and billions of transactions. We’re looking for people who set the bar high, and then push it higher. Who always challenge the status quo, even if we set it. Who want to win for us, our customers, and for themselves. If you’ve got aspirations that don’t fit neatly into a box, so do we. Settling isn't in our DNA – not until we're part of every transaction in the world. We’ve been different from day one. Join us, and your career will be too.
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