Technical Support Engineer - Avalara Pune - (Night shift)

Role - Technical Support Engineer

Skills - Product Support, Technical/Application Support, L1/L2 Support, Troubleshooting, Ticketing tool (JIRA, ServiceNow, Salesforce) API, CRM, ERP, SaaS Solutions.

Experience Range - 2- 8 years

Location - Pune

Work Model - Work from Office (5 days)

Shift - Night shift - 6.00 pm to 3.00 am OR 8.00 pm to 4.00 am

About the Role.

• As a member of the Avalara Support team your goal is to provide world-class service to our customers.
• He/she will be expected to live by our cult of the custom; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale
• The Technical Support Engineer will provide and in-depth level of technical support to our customer base and various departments within Avalara for specified software and SaaS products.
• This involves taking customer phone calls, responding to customer emails and chats in a timely manner

Job Duties:

• You will be reporting to the Manager, Technical Support. You will work from the Pune office in a hybrid shift.
• You will serve as contact for external customers by answering technical support telephone calls and emails.
• You will answer questions and troubleshoot issues related to use of SaaS software applications.
• You will be 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.
• You will assist internal groups with technical issues and inquiries.
• You will set up test environments to verify reported software bugs and record in our issue tracking system - Jira. • You will clearly and concisely with customers in written and verbal form and maintain accurate and timely records on our ticket tracking system Salesforce.
• You will Create support documentation to be used internally and for customers.
• You will individually do case management, Service level agreement and C-SAT goals.

Skills -

• A minimum of 2+ years relevant professional 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.
• You should be able to prioritize, manage, multi-task and implement cross-functionally.

Preferred Qualifications:

• Good-to-Have (Added advantage).
• 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.
• Experience with tracking tools like Salesforce & Atlassian Jira.