Join Avalara’s Dynamic Team in Pune: Technical Support Engineer with SaaS Expertise
About Avalara :
Avalara is a company that focuses on creating cloud-based solutions for tax compliance, offering solutions for a multitude of transactions across the globe. Their cutting-edge technology is tailored to handle tax compliance for a diverse array of transactions, spanning from everyday purchases to digital downloads. The realm of tax compliance entails intricate calculations, complex regulations, and diverse tax rates and boundaries that can vary from one region to another. Avalara’s core mission is to streamline and simplify tax compliance, equipping businesses with the necessary tools and services to effectively navigate the intricate world of global taxation.
Job Overview :
Position: Technical Support Engineer
Location: Pune, Maharashtra, India
Qualification : MCA, MCS, ME
Description :
As a Technical Support Engineer, you will play a crucial role in providing world-class technical support to extensive customer base. You will be responsible for handling customer inquiries via phone, email, and chat, troubleshooting technical issues, and ensuring customer satisfaction. Your expertise will be instrumental in resolving complex technical problems and maintaining the smooth operation of our software and SaaS products.
Responsibilities
- Provide prompt and accurate technical support to external customers via phone, email, and chat
- Diagnose and resolve technical issues related to our software and SaaS products
- Act as a customer advocate, effectively communicating feedback to and from relevant departments
- Take ownership of technical issues from initial report to final resolution
- Collaborate with internal teams to address technical issues and inquiries
- Set up test environments to verify reported software bugs and record findings in Jira
- Communicate clearly and concisely with customers in written and verbal form, maintaining accurate and timely records in Salesforce
- Create support documentation for internal use and customer reference
- Achieve individual case management, SLA, and C-SAT goals
- Proactively monitor the customer’s environment to identify potential issues that may hinder their business operations
- Maintain customer support call communications in Salesforce
Qualifications
- Bachelor’s degree in Engineering, Computer Science, or a related field
- 5+ years of experience providing direct technical support to external customers via phone and electronic channels
- Excellent problem-solving skills and the ability to handle challenging situations with professionalism
- Proven ability to communicate effectively both orally and in writing, tailoring communication to individuals with varying technical backgrounds
- Collaborative team player with a willingness to listen and work in a fast-paced, demanding environment
- Strong organizational skills, with the ability to prioritize, manage multiple tasks, and execute cross-functionally
Preferred Qualifications
- Familiarity with XML and APIs
- Database knowledge
- Knowledge of Sales Tax (VAT & Use Tax)
- Experience in the ERP domain
- Experience with product-based companies
- Experience with SaaS-based solutions
- Critical thinking skills
- Experience with tracking tools like Salesforce and Atlassian Jira
How to apply :
To apply for this job simply click on “Apply Now” below
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