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Enterprise Technical Support Specialist
2 weeks ago
This role involves technical ticket management, driving customer satisfaction and expediting solutions for Enterprise customers. The Technical Support Specialist is responsible for acting as the authoritative technical escalation and ownership point across multiple products to meet support entitlement requirements.
Key Responsibilities:- Manage ticket workload, adhering to KPIs, SLAs, CSAT and TTR goals.
- Own enterprise support requests through resolution.
- Conduct detailed ticket analysis, troubleshooting, and issue replication.
- Communicate clearly with customers and maintain accurate records in the case tracking system.
- At least 3 years of experience supporting enterprise-level software and customers.
- Demonstrating ability to handle complex technical issues in SaaS solutions.
- Experienced with a mainstream ERP CRM Accounting software package.
- Proficiency in Salesforce for ticket queue management, including ticket assignment, workload analysis, and advanced ticket driver analysis.
Avalara offers a great compensation package, paid time off, and paid parental leave. Many employees are eligible for bonuses, health, wellness benefits, inclusive culture and diversity, and a total of 8 employee-run resource groups.
