Technical Support Engineer
4 weeks ago
A technical support engineer provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
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.- 3+ years’ 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
- 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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