job description
Join FYI Software, a leader in cloud-based accounting solutions, as a Technical Support Specialist in the vibrant hub of Bali, Indonesia. In this role, you’ll serve as the first point of contact for clients using our cutting-edge SaaS platform, leveraging your expertise in Microsoft 365 and technical troubleshooting to deliver seamless, high-impact support.
This is a unique opportunity to combine your passion for technology with a dynamic work environment in one of the world’s most sought-after destinations. Whether you’re resolving complex software issues, guiding users through platform features, or collaborating with cross-functional teams to enhance product performance, your contributions will directly shape the success of our global client base.
Ideal for problem-solvers with a customer-centric mindset, this role offers competitive compensation, professional growth, and the chance to work in a flexible, international setting. If you thrive in a fast-paced, innovative environment and want to make a tangible difference in the fintech space, we’d love to hear from you.
Responsibility
- Provide first-level technical support to clients via phone, email, and chat, ensuring timely and accurate resolution of inquiries.
- Troubleshoot and diagnose issues related to our accounting SaaS platform, including integration with Microsoft 365 tools (e.g., Excel, Outlook, Teams).
- Document and escalate complex technical problems to senior support teams or development when necessary.
- Collaborate with product and engineering teams to identify recurring issues and contribute to solution development.
- Create and maintain knowledge base articles and FAQs to empower self-service support for clients.
- Conduct user training sessions and webinars to onboard new clients and enhance their platform proficiency.
- Monitor system performance and proactively address potential issues to minimize downtime.
- Gather and analyze client feedback to recommend improvements to product usability and functionality.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience (2+ years) in technical support, IT helpdesk, or a similar customer-facing role.
- Strong proficiency in Microsoft 365 suite (Excel, Outlook, SharePoint, Teams) and cloud-based applications.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly.
- Familiarity with accounting software, SaaS platforms, or CRM systems is a plus.
- Problem-solving mindset with a keen attention to detail and a commitment to delivering exceptional service.
- Ability to work independently and collaboratively in a remote or hybrid environment.
- Certifications in Microsoft 365, ITIL, or CompTIA are advantageous.