Job Level: Mid-Level
Working Hours: 5 days a week, 12:00 am to 8:30 am UK time (4:30 am to 1:00 pm IST)

About Benivo:
Benivo is a leading B2B HR technology company revolutionizing the global mobility industry with cutting-edge solutions. Our clients include Google, Microsoft, and Capgemini. We empower enterprises to transform employee relocation experiences through innovative technology and seamless support.

Role Overview:
As a Technical Support Specialist (Mid-Level), you will play a pivotal role in supporting Benivo’s users, resolving complex technical issues, and streamlining payment operations. You’ll leverage your technical expertise to diagnose and troubleshoot platform-related challenges, contribute to API integration support, and collaborate with cross-functional teams to enhance user satisfaction and operational efficiency.

This role offers the opportunity to make a significant impact as part of our growing 24/7 global support team.

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.