Avalara | Technical Support Engineer

23 hours ago


pune, India Avalara Full time

Overview


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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