Application Support Specialist

Customer Support Seattle, Washington Remote, United States Durham, North Carolina

Job Duties

  • Drive a proactive and simplified customer interaction for escalated issues.
  • Own Tier 3 CertCapture, AvaTax, and related Connector technical issues through resolution.
  • Perform Ticket analysis and response for all escalated tickets:
  • Basic correlation and trending identification
  • Common thematic items
  • Troubleshoot and issue replication
  • Communicate clearly and precisely with customers in written and verbal form, maintaining accurate and timely records in our case tracking system.
  • Attain intermediate/experienced proficiency in the primary functions and technical workings for CertCapture, 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.
  • Perform technical escalation management functions as required for all issues requiring assistance from other Avalara departments and Partners.
  • Collaborate with Tier 1/2 teams and the department QA team for process improvement and training.
  • Be the voice of the customer within Avalara. Driving issue/request to resolution, regardless of what department owns the issue.
  • Establish trusted advisor relationships with customers, Avalara sales, and support personnel.
  • Be willing to accept additional responsibilities assigned to meet the deadlines
  • Perform related duties as assigned by Supervisor
  • Maintain compliance with all company policies and procedure
  • Participate in weekend on call rotation, several times annually

Qualifications (required)

  • Education: BA/BS degree in Computer Science or a related technical field.
  • 5+ years in a technical support environment supporting software or SaaS products.
  • Strong understanding/experience with REST and/or SOAP APIs and web services.
  • Ability to understand, create, modify, and execute SQL queries and procedures.
  • In-depth technical expertise in supporting software or SaaS products.
  • Strong abilities and experience with deep data analysis of application transaction logs, and raw data files.
  • Experience with a mainstream ERP/CRM/Accounting software package, such as: NetSuite, Microsoft Dynamics 365/AX/NAV/GP, Sage, Salesforce, SAP ECC/SAP S/4HANA, Magento, Shopify, or similar systems.
  • Strong proven skills and ability to communicate effectively, both orally and in writing with high-level customers, internal management, subject experts, and development staff regarding product issues, and case details and status.
  • Highly organized, with an ability to properly prioritize tasks and work with minimal direction.
  • Demonstrated ability to operate independently, take initiative, and make business decisions to minimize risk and improve the business and financial success of partners or customers.
  • Advanced Issue troubleshooting skills for the most efficient resolution and/or escalation.
  • Proven ability to collaborate and execute in a customer-focused environment, and advocate for customers across a cross-functional organization.
  • Expertise in mainstream Support ticketing systems and support request queue management.
  • Advanced customer relationship and call management skills.
  • Advanced problem-solving skills for the most efficient resolution and/or escalation of issues.
  • Advanced skills and experience handling challenging situations in a professional manner.
  • Ability to demonstrate examples of key Avalara Success Traits related to success in this position: Ownership, Urgency, Humility, Simplicity, Adaptability, Curiosity.

Preferred Qualifications (great to have, but not required)

  • Proficiency in data flows between customers and SaaS products.
  • Knowledge or background in accounting and taxation.
  • Expert-level proficiency in the use, setup, and configuration of Avalara AvaTax, CertCapture, and Returns
  • Expert level proficiency in either of the following:
  • AvaTax connector configuration and troubleshooting (especially NetSuite, Sage, Microsoft, API)
  • Performing the role of Tax Manager or Tax Consultant, including the filing of returns, assessment of and mitigation of risk around sales and local taxes (SALT)
  • Technical abilities to include the following:
  • Database analysis
  • Database structural knowledge
  • competency in APIs and data manipulation
  • Relational knowledge of customer/certificate/data feed/ data source
  • Ability to perform complex troubleshooting and analysis of all data elements, transactions, and logging.

Avalara is an Equal Opportunity Employer. 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.