We are currently looking for a Technical Support Specialist to join our team. This position requires a quick learner who takes personal responsibility for customer satisfaction and completing tasks on time with a high level of detail. This is NOT an IT, networking or a systems admin role. As a part of the Customer Support organization, you will be required to take customer phone calls, respond to customer emails and chats in a timely manner. You will also be responsible for providing technical support for our various lines of software and Software-as-a-Service products. The successful candidate will be required to document each customer contact, troubleshoot technical issues, escalate if needed, and manage the resolution for our customers to insure a high level of satisfaction.
Monitor and respond to phone, email, chat or web cases for new and existing product issues.
Manage customer issues from initial report and documentation through resolution.
Identify, recreate, research, and resolve product issues; document knowledge gained.
Manage customer relationships and customer reported issues from initial contact through problem resolution.
Maintain a high level of customer satisfaction through professional communication and consistent and timely follow up.
Demonstrate product functions and features to internal and external customers either in person or remotely.
Provide content for our internal Knowledgebase and customer facing Support Forums.
Participate in team meetings and training.
Escalate issues when required.
Experience and Skills:
A minimum of 3 years experience in a customer-facing technical support role supporting ERPs, software or Software-as-a-Service (Saas) products via telephone, email and chat.
A minimum of 3 years experience supporting at least one of the following ERPS:
Sage ERPs including Peachtree, MAS 90, MAS 200, MAS 500 or AccPac
Microsoft Dynamics ERPs including Great Plains, Navision or AX
Background in Accounting or Sales Tax along with a technical aptitude may substitute for ERP knowledge.
Excellent customer service, written and verbal communication skills.
Demonstrated excellence in efficiency and accuracy are necessary.
Ability to prioritize and multi-task under time constraints.
Ability to troubleshoot and problem solve in a quick, calm, analytical and methodical manner.
Ability to work independently and still make significant contributions to the team.
Ability and willingness to work extra hours as needed.
Prior experience with SalesForce and QuickBase highly desired.
Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, age, gender, national origin, disability, US Veteran status, or any other factor protected by Federal, state or local law.
Job Level: Entry Level (less than 2 years)
Number of Openings: 1
Years of Experience: 2 - 5 Years
Level of Education: BA/BS
Starting Date : ASAP
435 Eriksen Avenue
Bainbridge Island, WA 98110