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Sr. Tech Support Engineer

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  • Banking & Finance
  • IT
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Job Details

Serve as front line contact for external customers by answering technical support telephone calls and emails. Answer questions and troubleshoot issues related to use of the software applications. Act as an advocate for the customer and effectively communicate feedback to and from the members of our product development, product management etc in a very clear and concise method. Take ownership of technical issues from initial report to final resolution. Assist internal groups with technical issues and inquiries. Set up test environments to verify reported software bugs and log them into our bug tracking database. Create support documentation to be used internally as well as for customers. Support testing efforts prior to new releases. Proactively monitor the customers environment by running reports and activity logs and product usage to identify application issues that prevent customers from achieving system supported business objectives. Maintain customer in our existing CRM application. Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc. Effectively train customers on Avalara product(s). Should be able to write basic database queries and troubleshoot customer issues. Be open to accept additional responsibilities assigned to meet the deadlinesQualifications Educational qualification B.E, BCA, B. Sc (Comp Science) or any other equivalent degree. The right candidate should be able to exceed customer expectations by providing outstanding customer service Strong team player with excellent verbal & written communication skills and customer interaction skills Excellent trouble shooting & problem solving skills
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science) | BCA (Computer Application)

Experience: 2-6


Technical Process | Voice Process - Both BPO Type | Voice Process - Domestic BPO Type
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