What You'll Do Serve as front line contact for external customers by answering technical support telephone calls and emails. Answer questions and troubleshoot issues related to use of SaaS software applications. Act as 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. Take ownership of technical issues from initial report to final resolution Assist internal groups with technical issues and inquiries. Set up test environments to verify reported software bugs and record in our issue tracking system - Jira. Communicate clearly and concisely with customers in written and verbal form and maintain accurate and timely records on our ticket tracking system – Salesforce. Create support documentation to be used internally as well as for customers! Meet individual case management, SLA and C-SAT goals. What Your Responsibilities Will Be Proactively monitor the customer's environment by running reports and activity logs and product usage to identify application issues that prevent customers from achieving system supported business objectives. Maintain customer support call communications in our CRM application - Salesforce. Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc. Effectively train customers on Avalara product(s) Should be able to write basic database queries and troubleshoot customer issues. Be open to accept additional responsibilities assigned to meet the deadlines. Perform related duties as assigned by Supervisor. Maintain compliance with all company policies and procedures. What You'll Need to be Successful A minimum of 2 years relevant professional experience providing direct technical support to external customers by phone and electronically Education - BE, MCA, MCS 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. Excellent organizational skills, with the ability to prioritize, manage, multi-task and execute 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. Critical thinking Experience of tracking tools like Salesforce & Atlassian Jira How We'll Take Care of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. Learn more about our benefits by region here: Avalara North America What You Need To Know About Avalara We’re Avalara. We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.