Solutions Architect

2 weeks ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 15,000 - ₹ 28,00,000
Job Title

Technical Support Expert

Job Description
  • Expertly handle technical issues related to AvaTax, ECM, and Connectors for optimal customer experience.
  • Lead support teams and associated PODs through guidance and mentorship, driving success.
  • Streamline and enhance customer interactions by resolving complex technical requests efficiently.
  • Analyze and resolve Level 3 technical issues with expertise, meeting high-quality standards.
  • Communicate effectively with customers, maintaining accurate records in the case tracking system.
  • Provide in-depth knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
  • Manage ticket workload to meet SLAs, CSAT, and TTR goals with exceptional documentation quality.
  • Escalate technical issues requiring assistance from other departments and partners, advocating for the customer.
What You'll Need to be Successful
  • 4+ years of experience in Advanced Technical Support, Product/Project Management, QA, Business Analysis, or Engineering in SaaS ERP solutions.
  • Proficient in supporting SaaS solutions, focusing on APIs and 2+ years of API/Web Services experience.
  • Strong analytical skills in API and workflow analysis across ERP, e-Commerce, and Marketplace platforms.
  • Experience with ERP/CRM/Accounting software like NetSuite, Microsoft Dynamics, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, Workday, or similar systems is required.
  • Advanced troubleshooting and escalation skills are essential.
  • Proficient in API testing tools like Postman.
  • Proven ability to collaborate and advocate for customers in a cross-functional environment.
  • Excellent customer relationship, call management, and Microsoft Office skills are necessary.

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