Job Description

Overview:You will report to the Manager, Technical Support. You will work from the Pune office.The Technical Support Expert serves as a Subject Matter Expert (SME) for AvaTax, ECM, and related Connector products, providing top-tier technical expertise and analysis to support Avalara\xe2\x80\x99s customers. You will mentor and advise across the support ecosystem, handling escalations, documenting customer interactions, troubleshooting issues, escalating to engineering and ensuring resolution. The Expert is also responsible for upholding Avalara\'s \'Cult of the Customer\' philosophy, with a focus on enhancing overall customer satisfaction.Qualifications:

• 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 and 4 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(SLA\'s), 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.

About Avalara:We\xe2\x80\x99re Avalara. We\xe2\x80\x99re defining the relationship between tax and tech.We\xe2\x80\x99ve 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\xe2\x80\x99s nearly 5,000 of us now. Our growth is real, and we\xe2\x80\x99re not slowing down - not until we\xe2\x80\x99ve achieved our mission - to be part of every transaction in the world.We\xe2\x80\x99re 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\xe2\x80\x99ve 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\xe2\x80\x99ve been different from day one. Join us, and your career will be too.EEO StatementWe\xe2\x80\x99re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company \xe2\x80\x94 we don\xe2\x80\x99t 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.

Avalara