Technical Support Specialist, APAC Support

This is a fully remote position, open to applicants in Croatia.

📋 Description

• Diagnose and resolve daily technical challenges while coordinating with relevant teams for solutions.

• Support customers with their ongoing inquiries and technical issues.

• Refer complex issues to the appropriate department or team for further analysis.

• Address customer complaints, offer suitable solutions and alternatives, and follow up to ensure satisfactory resolution.

• Assist customers in navigating our digital platform and its features.

• Gather client feedback, insights, and development requests to inform internal teams for product enhancements.

• Play a role in creating and maintaining a thorough knowledge base and FAQ resources.

• Meet targets for issue resolution, response times, customer satisfaction, and customer effort.

⛳️ Requirements

• You possess proficiency in both written and spoken English, as our teams are diverse and operate globally in English.

• You have exceptional verbal and written communication skills, enabling you to guide customers to resolution.

• You demonstrate a strong sense of ownership, showing a deep commitment to your work and the clients you serve.

• You have a proven track record in customer support and relationship management within technical fields.

• You are a customer advocate, passionate about helping clients achieve their goals.

• You are a problem solver with strong analytical skills and experience using ticket management systems.

• You thrive in a fast-paced, global, and dynamic work environment.

• You are knowledgeable about APIs, JSON, HTTP error handling, and root cause analysis (experience with cloud technologies and ERP is an advantage).

• Familiarity with tax technology or financial products and services is a plus.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Access to continuous professional development and training.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to promote work-life balance.