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Product Support Specialist

Company: Avalara
Location: Carrollton
Posted on: January 7, 2022

Job Description:

Responsibilities: Provide ongoing SAAS property tax product support via emails, ticketing system inquiries and phone callsUnderstand, interpret, reproduce, and diagnose customer problems. Perform Root cause AnalysisTeach solutions to customers and document them in our Knowledge Base.Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system. Work with members of other departments/teams to resolve product issues that may occur during installation, operation, maintenance or product application compatibility matters, escalating issues as necessaryMeet individual case management, SLA, and C-Sat GoalsTrack client requests and trending issues and determine what is most important to clients in order to best support themShare feedback with the implementation team based on client interactions for product and on-boarding experience improvementDevelop supporting training documentation and best practices as a result of compiling lists of commonly asked questionsBe the voice of the customer within Avalara. Driving their issue to resolution regardless of what department owns the issue.Required Skills: Five + years of experience in a client support role, preferably within a technical organizationExcellent organizational skills -ability to prioritize, manage, multi-task, and execute projects cross-functionally.Strong oral and written communication skillsAbility to think outside the box to find solutions.Team player with the ability to encourage a positive atmosphereYou like to tinker and love technology.

Keywords: Avalara, Carrollton , Product Support Specialist, Other , Carrollton, Texas

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