Product Support Specialist

Job Description

• Understand and become conversant in a number of large software applications
• Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
• Teach 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 –escalating issues as necessary
• Meet individual case management, SLA, and C-Sat Goals
• Be the voice of the customer within Avalara. Driving their issue to resolution regardless of what department owns the issue.

• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• 1+ years of experience providing direct support to external customers by phone, electronically, and face-to-face.
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Ability to think outside the box to find solutions.
• Team player with the ability to encourage a positive atmosphere.
• You like to tinker and love technology.
• Required: a Bachelor's degree (or 4 years of additional experience) and 2+ years of experience.