Senior Technical Support Specialist

4 days ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000

Job Opportunity

  • The primary role of this position is to serve as the main point of contact for external customers, addressing their technical support inquiries via various channels including telephone, chat, and email.
  • This individual will be responsible for resolving Tier 2 technical issues related to AvaTax and associated connectors, maintaining intermediate to advanced proficiency in AvaTax and related Connectors.
  • They must demonstrate a comprehensive understanding of technical interoperability among products within the Avalara portfolio.
  • This role involves managing personal ticket workload to meet departmental Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) goals, ensuring accurate and detailed documentation.
  • Collaboration with Tier 1/2 teams and the QA department is essential to enhance process efficiency and provide training.
  • Establishing test environments to verify reported software bugs and recording findings in Jira issue tracking system is also a key responsibility.

Requirements for Success

  • A Bachelor's degree in Computer Science or a related field is required.
  • Minimum 2 years of experience in technical support roles, specializing in software or SaaS product support.
  • In-depth knowledge of software or SaaS product support, with a focus on APIs.
  • Proficiency in mainstream ERP/CRM/Accounting software packages, including NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems.
  • Ownership, urgency, humility, simplicity, adaptability, and curiosity are essential traits for success in this position.
  • Expertise in mainstream support ticketing systems and request queue management is necessary.
  • Effective communication with customers and managers regarding case management and status updates is vital.

Benefits

This position offers opportunities for professional growth and development, collaboration with a team of experts, and a chance to make a meaningful contribution to the organization.

Other Information

This role requires strong analytical and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

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