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Engaged Employer

Avalara Technologies

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3.5

based on 275 Reviews

Video summary

4 Avalara Technologies Technical Support Engineer Jobs

Technical Support Engineer

Avalara

3.5

based on 275 Reviews

3-7 years

₹ 4.8 - 11.52L/yr (AmbitionBox estimate)

Pune

1 vacancy

Technical Support Engineer

Avalara Technologies

posted 11d ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Science Air Ticketing Wellness Excise Troubleshooting Customer Relationship

+ 3 more

Job Description

What Youll Do

You will report to the Manager, Technical Support. You will work from the Pune office.

The Technical Support Engineer is responsible for providing in-depth technical expertise, analysis amd issue troubleshooting, supporting AvaTax for Communications and/or Avalara Excise product suites. This requires acting as the authoritative technical escalation and ownership point, across multiple products to meet support requirements, providing an optimized customer experience.

What Your Responsibilities Will Be

Own support requests from initial report through to resolution.
Drive a proactive and simplified customer interaction for support requests

Simplify and enhance customer interactions for support requests
Conduct detailed ticket analysis, troubleshooting, and issue replication
Communicate clearly with customers and maintain accurate records in the case tracking system
Provide excellent knowledge to customers on AvaTax for Communications and/or Avalara Excise product suites
Manage ticket workload, adhering to KPIs, SLAs, CSAT, and TTR goals, with high quality documentation
Address technical escalations requiring assistance from other departments and partners
Advocate for the customer within Avalara, driving issues to resolution across departments

What Youll Need to be Successful

3+ years in a technical support environment, supporting enterprise software and/or SaaS products.
BA/BS BA/BS degree in Computer Science or a related technical field preferred
Proficient in API testing tools like Postman
Excellent ability to communicate effectively, both orally and written.
Highly organized, with an ability to prioritize tasks and work with minimal direction.
Advanced issue troubleshooting skills for the most efficient resolution and/or escalation.
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
Proven ability to collaborate and execute in a customer focused environment, and advocate for customers across a cross-functional organization in a timely manner.
Expertise in mainstream Support ticketing system and support request queue management.
Advanced customer relationship and call management skills.
Ability to maintain accurate and timely status communication with customers and management.