What Your Responsibilities Will Be
- 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
