Technical Support Specialist

Summary

Join Benivo's growing 24/7 global support team as a Technical Support Specialist! You will provide crucial support to users, resolving complex technical issues and streamlining payment operations. Leverage your technical expertise to troubleshoot platform challenges and contribute to API integration support. Collaborate with cross-functional teams to enhance user satisfaction and operational efficiency. This mid-level role offers a significant impact within a leading B2B HR technology company. The position requires 3+ years of experience in technical or customer support, preferably in B2B/SaaS environments, and proficiency in customer support software. The role is fully remote in Bengaluru, India, with a Tuesday-Saturday shift.

Requirements

• 3+ years in technical or customer support roles, preferably in B2B/SaaS environments
• Hands-on experience troubleshooting technical issues, including APIs and integrations
• Familiarity with payment systems and financial transaction support
• Proficiency in using customer support software like Zohodesk, Zendesk, or similar
• Basic understanding of APIs and familiarity with tools like Postman to test endpoints and identify common errors (e.g., incorrect parameters, authentication issues)
• Exceptional written and verbal English communication skills
• Ability to explain technical concepts to non-technical users effectively
• Proven ability to handle complex customer issues and drive resolutions
• An analytical mindset is needed to identify trends and propose process improvements
• Comfortable working in a dynamic, fast-paced environment
• Ability to prioritize and manage multiple tasks effectively
• Hands-on experience with Jira (or similar tools) for creating, updating, and managing bug reports, as well as tracking issue resolution progress
• Proven ability to capture technical details, including reproduction steps, environmental context, and relevant logs, to help developers resolve issues efficiently

Responsibilities

• Support Benivo’s users via email, chat, and phone (scheduled pre-booked calls)
• Serve as a point of escalation for advanced technical support queries via email, chat, and scheduled phone calls
• Troubleshoot platform issues, including API connectivity problems, and system errors
• Utilize and administer customer support tools (e.g., Zohodesk, live chat systems) to manage queries and maintain up-to-date records for stakeholders
• Perform operational support tasks, including managing digital gift voucher workflows and ensuring compliance with payment regulations
• Analyze support trends and generate insights to improve processes, tools, and customer experience
• Create and update technical documentation, support guides, and playbooks for recurring and new issues
• Collaborate with cross-functional teams on projects involving platform upgrades, API enhancements, and customer onboarding optimization
• Proactively identify and escalate technical issues to internal teams (Tech, Product, Finance, and Client Management)
• Investigate and document bugs thoroughly, ensuring complete and accurate information (e.g., steps to reproduce, logs, screenshots) is provided to the development team using tools like Jira

Preferred Qualifications

Experience working with databases, spreadsheets, and data visualization tools is a plus

Benefits

• Competitive Salary
• Generous Wellbeing Allowance
• Share Options
• Flexible Working Arrangements