Technical Support Specialist

Posted about 1 month agoInactiveViewed

💎 Seniority level: Middle, 3+ years

📍 Location: India, UK, IST

🔍 Industry: B2B HR technology

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: JiraAPI testingREST APITroubleshootingData visualizationTechnical supportCustomer support

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.
Experience working with databases, spreadsheets, and data visualization tools is a plus.
Hands-on experience with Jira for managing bug reports.
Exceptional written and verbal English communication skills.
Ability to explain technical concepts to non-technical users.
Proven ability to handle complex customer issues and drive resolutions.
An analytical mindset to identify trends and propose process improvements.
Comfortable working in a dynamic, fast-paced environment.

Support Benivo’s users via email, chat, and phone.
Serve as a point of escalation for advanced technical support queries.
Troubleshoot platform issues, including API connectivity and system errors.
Utilize and administer customer support tools to manage queries and maintain records.
Perform operational support tasks, ensuring compliance with payment regulations.
Analyze support trends and generate insights for process improvements.
Create and update technical documentation and support guides.
Collaborate with cross-functional teams on projects related to platform upgrades and customer onboarding.
Proactively identify and escalate technical issues to internal teams.
Investigate and document bugs thoroughly to assist the development team.