Original listing text, shown exactly as published by the company.
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
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 an evening shift role with working hours between 5:00 pm - 1:00 am CET.
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