Talent.com
This job offer is not available in your country.
Technical Support Expert

Technical Support Expert

ConfidentialPune
30+ days ago
Job description
  • Be a Subject Matter Expert on Avalara product integrations.
  • Mentor and advise support teams and associated PODs.
  • Simplify and enhance customer interactions for support requests.
  • Manage and resolve Level 3 technical issues for AvaTax, ECM, and related Connectors.
  • Conduct detailed ticket analysis, troubleshooting, and issue replication.
  • 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.
  • What Youll Need to be Successful

    • 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.
    • Skills Required

      customer advocacy, Postman

    Create a job alert for this search

    Technical Support • Pune