Website:
scoutit.in
Job details:
We're looking for
Technical Support Engineers!
Responsibilities
- Serve as contact for external customers by answering technical support telephone calls, chats, and emails.
- Own Tier 2 AvaTax and related Connector technical issues through resolution.
- Attain intermediate/experienced proficiency in the primary functions and technical workings for AvaTax and related Connectors, and all Avalara services.
- Comprehend technical interoperability for products in Avalara Portfolio.
- Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation.
- Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.
- Set up test environments to verify reported software bugs and record in our issue tracking system Jira.
- Meet individual case management, SLA and C-SAT goals
Qualifications
- Education: BE or MCA or MCS
- In depth technical expertise in supporting software or SaaS products, with a focus on APIs.
- Experience with a mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics/D365/AX, SAP S/4 Hana, SageX, Salesforce, Magento, Oracle, Shopify, or similar systems.
- Demonstrate examples of important Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity
- Expertise in mainstream Support ticketing system and support request queue management.
- Communicate with customers and managers regarding case management and status
(*Note: Scoutit is an independent candidate sourcing partner for this hiring. All applications, candidate screening, and hiring-related actions are conducted directly by the respective employer’s authorized recruitment team. Relevant candidates will be contacted via email and asked to fill in additional details as part of the next stage of the application process.)
Skills: technical support,software,hiring
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