fonoa - Technical Support Specialist (Night Shift, APAC Support)

• Troubleshoot daily technical issues and involve relevant teams in resolution • Assist customers with ongoing requests and technical questions • Escalate complex problems to the appropriate department or team for further investigation • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution • Guide customers through the use of our digital platform and features • Capture client feedback, insights, and development requests to provide input to internal teams for product improvements • Contribute to creating and maintaining a comprehensive knowledge base and FAQ resources • Achieve targets for issue resolution, response times, customer satisfaction, and customer effort • You’ll Be a Great Fit If: • You are proficient in written and spoken English, as we have diverse teams worldwide, but operate in English • You excel in verbal and written communication, and are able to help customers navigate their questions to resolution • You have a strong sense of ownership, and care deeply about your work and the clients you support • Successful and demonstrated experience in customer support and relationship management in technical areas • You are a customer advocate, eager to help our clients achieve their objectives • You are a problem solver with analytical skills and experience with ticket management systems • You can thrive in a fast-paced, global, and dynamic working environment. • You are familiar with APIs, JSON, HTTP error handling, and root cause analysis (cloud technologies and ERP experience is a plus) • Experience with tax technology or financial products and services is a plus • Please keep in mind that this is a night shift role with working hours between 1:00 am - 9:00 am CET. • As part of the recruitment process at Fonoa, we process your personal data in accordance with our Privacy Notice for Job Applicants https://www.fonoa.com/legal/privacy-notice-job-applicants. This notice explains how and why your data is collected and used, and how you can contact us if you have any concerns.