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What You ll Do What will you do Technical Expertise Customer Support Serve as a Subject Matter Expert for AvaTax and related Connectors providing in-depth technical support to customers and internal teams via email and direct interaction ensuring timely and accurate issue resolution Issue Management Collaboration Troubleshoot technical problems document all customer interactions escalate complex issues to engineering and collaborate with cross-functional teams including engineering and product management to drive solutions Customer-Centric Approach Uphold Avalara s Cult of the Customer philosophy by improving customer satisfaction through process enhancement workflow optimization and achieving performance metrics Flexible Work Schedule Support customers across US and or EMEA time zones with availability for afternoon evening or night shifts as required What Your Responsibilities Will Be Customer Support Issue Resolution Serve as a primary contact for external customers via phone chat and email owning Tier 2 technical issues for AvaTax and related Connectors through to resolution while maintaining high-quality documentation and meeting SLA CSAT targets Technical Proficiency Problem Solving Develop intermediate to advanced knowledge of AvaTax Connectors and the Avalara product portfolio set up test environments reproduce and log bugs in Jira and proactively identify potential issues through system monitoring and usage analysis Collaboration Continuous Improvement Work closely with Tier 1 2 teams QA and cross-functional departments to drive process improvements contribute feedback to product teams and support internal and external training initiatives through documentation Documentation Accountability Create and maintain user-friendly support content e g FAQs manuals guides adhere to company policies and take on additional responsibilities as needed to support team goals and deadlines What You ll Need To Be Successful Education Experience Bachelor s in engineering MCA or MCS with 3 years in technical support for software SaaS products including 1 5 years in support-focused roles and hands-on expertise with APIs and mainstream ERP CRM Accounting platforms e g NetSuite SAP Salesforce Oracle etc Technical Analytical Skills Strong problem-solving capabilities advanced Microsoft Excel proficiency experience with support ticketing systems and proven ability to manage support queues and complex case escalations independently Customer Focus Communication Excellent written and verbal communication skills with a customer-first mindset effective relationship management and the ability to navigate challenging situations professionally Work Ethic Soft Skills Demonstrates Avalara Success Traits Ownership Urgency Humility Simplicity Adaptability Curiosity with high organizational skills self-motivation sound business judgment and a collaborative cross-functional working style How We ll Take Care Of You Total Rewards In addition to a great compensation package paid time off and paid parental leave many Avalara employees are eligible for bonuses Health Wellness Benefits vary by location but generally include private medical life and disability insurance Inclusive culture and diversity Avalara strongly supports diversity equity and inclusion and is committed to integrating them into our business practices and our organizational culture We also have a total of 8 employee-run resource groups each with senior leadership and exec sponsorship What You Need To Know About Avalara We re defining the relationship between tax and tech We ve already built an industry-leading cloud compliance platform processing over 54 billion customer API calls and over 6 6 million tax returns a year Our growth is real - we re a billion dollar business - and we re not slowing down until we ve achieved our mission - to be part of every transaction in the world We re bright innovative and disruptive like the orange we love to wear It captures our quirky spirit and optimistic mindset It shows off the culture we ve designed that empowers our people to win We ve been different from day one Join us and your career will be too We re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company we don t want people to fit into our culture but to enrich it All qualified candidates will receive consideration for employment without regard to race color creed religion age gender national orientation disability sexual orientation US Veteran status or any other factor protected by law If you require any reasonable adjustments during the recruitment process please let us know
