What You'll Do Job Title/Role- Technical Support- IC2 Job Location- Pune Responsibilities: You'll serve as frontline contact for external customers by answering technical support telephone calls, chats, and emails Answer questions and troubleshoot issues related to use of SaaS software applications You'll be an advocate for the customer and communicate feedback to and from the members of our product development, and management in a very concise manner Take ownership of technical issues from initial report to final resolution and assist internal groups with technical issues and inquiries Deliver effectively with customers in written and verbal form, maintain accurate time records on our ticket tracking system - Salesforce Create support documentation for internal and customers use Meet individual case management, SLA and C-SAT goals Proactively monitor the customer's environment by running reports, 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 Be open to accept additional responsibilities assigned to meet the deadlines Perform related duties as assigned by Supervisor, You'll Report to your Manager at IC3 level Maintain compliance with all company policies and procedures What Your Responsibilities Will Be Qualifications: Education - BE, MCA, MCS 2+ years' experience, providing direct technical support to external customers by phone and electronically Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner You should have strong skills of managing tasks, time and resources with clear articulation and work collaboratively What You'll Need to be Successful Good To Have: Familiarity with XML, APIs, and databases Knowledge of Sales Tax (VAT & Use Tax) and ERP domains Experience with product-based or SaaS companies You should have abilities to think on critical projects and proficiency with Salesforce and 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.