Highly Skilled Technical Support Professional Wanted

2 weeks ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 9,25,000 - ₹ 10,95,000

Job Title:

Advanced Technical Support Specialist

Our team is looking for a highly skilled and experienced professional to join our Advanced Technical Support team.

Job Description

  • Act as a Subject Matter Expert on Avalara product integrations, providing in-depth knowledge and expertise to support teams and customers.
  • Mentor and advise support teams and associated PODs to enhance their skills and knowledge.
  • Simplify and enhance customer interactions for support requests by conducting detailed ticket analysis, troubleshooting, and issue replication.
  • Manage and resolve Level 3 technical issues for AvaTax, ECM, and related Connectors.
  • Communicate clearly with customers and maintain accurate records in the case tracking system.
  • Provide expert knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.
  • Manage ticket workload to meet department Service level agreements (SLAs), CSAT, and TTR goals with high documentation quality.
  • Handle technical escalations requiring assistance from other departments and partners.
  • Advocate for the customer within Avalara, driving issues to resolution across departments.

Required Skills and Qualifications

  • 4+ years of experience in Advanced Technical Support, Product/Project Management, QA, Business Analysis, or Engineering in SaaS ERP solutions.
  • Expertise in supporting SaaS solutions, with a focus on APIs and 2+ years of API/Web Services experience.
  • Proficient 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.
  • Proficient in API testing tools like Postman.
  • Experience collaborating and advocating for customers in a cross-functional environment.
  • Advanced customer relationship, call management, and Microsoft Office skills.

Benefits

  • Opportunity to work with a leading company in the SaaS ERP industry.
  • Collaborative and dynamic work environment.
  • Professional development opportunities.
  • Competitive salary and benefits package.

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