Technical Support Engineer
KustomerSalary not specified
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, Benefits PlatformIndustries
Requirements
Candidates should possess at least 2 years of experience in customer service within a fast-paced B2B SaaS company, demonstrating excellent written and verbal communication skills, strong analytical thinking, and problem-solving abilities. They should also have a solid technical aptitude, enjoy investigating details, and be familiar with tools like Intercom, Jira, or other CRM and ticketing platforms. Furthermore, candidates require a professional or native-level proficiency (C1 or above) in English and Spanish.
Responsibilities
The Customer Support Executive will respond to customer queries via email, chat, and phone, maintaining an excellent Customer Satisfaction (CSAT) score primarily during core US hours (9am–6pm EST, Monday to Friday). They will troubleshoot and resolve technical and product-related issues efficiently, adhering to Service Level Agreements (SLAs), and become a Ben product expert to educate and empower customers. This role involves creating and maintaining help center content for self-service support, identifying trends in support queries, escalating complex issues, and contributing to continuous improvement through feedback and collaboration. Additionally, they will participate in team meetings, training sessions, and internal product updates, and proactively take ownership of results.
Skills
Technical Troubleshooting
Customer Service
Product Knowledge
Analytical Skills
Debugging
Communication (Email, Chat, Phone)
Self-Service Content Creation
Problem-Solving
Team Collaboration
Ben
SaaS platform for managing employee benefits
About Ben
Ben offers a platform that simplifies employee benefits management for businesses. It allows HR departments and employees to access various benefits, such as health and dental, through the Ben Card, which provides preferred rates. The platform operates on a subscription-based SaaS model and stands out by automating benefits administration and providing a user-friendly self-serve interface for employees. Ben's goal is to enhance the benefits experience for both employers and employees while offering cost savings through its broker network.
Key Metrics
London, United KingdomHeadquarters
2019Year Founded
$18.9MTotal Funding
SERIES_ACompany Stage
Consulting, Enterprise SoftwareIndustries
201-500Employees