Overview
Join to apply for the SME Technical Support Executive role at Benifex. Benifex is a fast-moving technology company and a leading provider of online rewards and benefits solutions. We support more than five million employees in over 3,000 organisations across more than 100 countries. We are looking for brilliant people to join our team and help us build remarkable experiences that employees love.
Base pay range
Great Benefits
£29,000-£31,000
Role overview
Our Gateway team specialises in supporting small to medium sized companies in delivering great benefits to their employees. We are seeking a highly motivated and customer-oriented Technical Support Executive to join our platform delivery team. You’ll learn from a team of experienced consultants to become a subject matter expert on the Gateway platform. You’ll deal with multiple, diverse customers at any one time, delivering within agreed upon SLA’s, engaging with internal and external stakeholders, and providing ongoing support to our clients.
Responsibilities
* Provide first line support for queries from internal teams, customers or resellers regarding platform related issues
* Diagnose and troubleshoot issues with the platform
* Escalate unresolved issues to appropriate internal teams (e.g. technical support consultants, developers or product manager)
* Document issues, solutions, and resolutions in the ticketing system
* Replicate and analyse reported issues to determine nature and required action
* Collaborate with the development team to identify solutions and apply technical fixes
* Become an employee benefits web platform specialist providing advice and support to platform users
* Maintain system & release documentation for customers to enable effective use of the platform
* Assist with maintaining technical and support procedure documentation for a consistent support process
What are we looking for?
* Interest in tech with a passion to learn; prior technical support experience is welcome but not required
* Customer-focused with experience in technical environments or customer support
* Ability to communicate technical concepts to a non-technical audience
* CRM experience is advantageous (Salesforce/Service Cloud and FreshDesk) but any CRM/ticketing system is a plus
* Resilience and calmness when facing setbacks while keeping customers informed
* Employee benefits knowledge is a plus
Even if you don’t meet all requirements, we encourage you to apply. We offer a variety of roles—check our careers page for more opportunities.
Interview process
We aim for a fast and efficient process: initial informal call with Talent team, online tests in numeracy and logical reasoning, interview with the hiring manager and team member, then final interview with the Director.
We are an equal opportunity employer and value diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to a diverse and inclusive workplace and are proud to be an equal opportunity employer and a Disability Confident employer. If you require any reasonable adjustments at any stage of the recruitment process, please let us know with your application.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Business Development and Sales
* Software Development
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