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Avalara APAC
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Manager, Technical Support

Manager, Technical Support

Avalara APAC

10 years

0 Lacs

Pune Maharashtra India

Posted:2 days ago| Platform:

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Skills Required

support report strategies collaborative efficiency service swift development marketing training analyze metrics reports management drive collaboration erp crm accounting saas salesforce engineering addition compensation diversity leadership compliance processing api cornerstone recruitment

Work Mode

On-site

Job Type

Full Time

Job Description

What You'll DoYou will report to the Director, Technical Support. You will work from the Pune office full fledged.The Manager, Technical Support leads a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. You will oversee the daily operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also help develop and implement strategies to improve advanced support services and increase customer experience.

What Your Responsibilities Will Be

Supervise, mentor, hire and provide guidance to a team of Technical Account Managers and Tier 3 technical support professionals
Foster a positive and collaborative team environment to encourage productivity and innovation
Develop and implement support processes to increase efficiency and enhance customer satisfaction.
Experience handling support requests from a variety of different channels, and allocate resources to meet service level agreements (SLAs)
Identify improvement areas and to improve support KPI's and customer experience, across
Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution
Communicate technical information to all customers
Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements
Work with the training department to ensure technical support staff is and up-to-date with product knowledge
Participate in cross-functional meetings to align support strategies with overall company goals
Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery
Prepare regular reports on measurements and present findings to the senior management team
Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance

What You’ll Need To Be Successful

10+ years of experience building a technically focused, customer-facing, advanced experience supportteam and cross-functional collaboration with other teams.
Experience with mainstream ERP, CRM or accounting SaaS software
Excellent knowledge of CRM tools like Salesforce, Service now
Presentable experience in support process engineering and improvement

How We’ll Take Care Of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & WellnessBenefits vary by location but generally include private medical, life, and disability insurance.Inclusive culture and diversityAvalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What You Need To Know About Avalara

We’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. 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. If you require any reasonable adjustments during the recruitment process, please let us know.

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Manager, Technical Support