As a Technical Support Specialist at Fonoa, you'll be the go-to support for our clients, addressing their daily challenges and providing expert assistance on technical questions. Your role is crucial in ensuring our customers have a seamless support experience by swiftly resolving issues. You'll be developing investigation and troubleshooting techniques to identify and address any failures quickly.

Building close, trusting relationships with our customers is at the heart of what you do. You'll guide them through our products, keep them informed about new features, and serve as their voice within Fonoa. You will collaborate with cross-functional teams to ensure a smooth and integrated experience for our clients.

What you will do:

• 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.
• Shifts in US and Europe hours expected, including on-call during holidays

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.