Customer Support Specialist

• Deliver first-line support to customer stakeholders across multiple channels
• Act as the primary contact for benefit, platform, and service-related queries
• Build trusted relationships through engaging, empathetic, personalised, and professional support
• Resolve requests at first contact using knowledge resources, system access, and administrative permissions
• Investigate, diagnose, and triage customer-reported issues
• Gather information and elevate complex matters to specialist, technical, or operational teams
• Communicate proactively and manage stakeholder expectations throughout resolution
• Develop knowledge of Benifex products, services, platform functionality, policies, and customer configurations
• Identify recurring issues, knowledge gaps, process inefficiencies, and product improvement opportunities
• Contribute to maintaining and improving knowledge resources
• Collaborate with Senior Customer Support Specialists, Specialist Support, Support Engineering, and other internal functions

• Experience delivering high-quality support in a customer service, account management, or stakeholder-facing environment
• Ability to build trusted relationships, manage expectations, and provide engaging, empathetic, personalised customer support
• Ability to communicate confidently and professionally with stakeholders at varying levels of seniority
• Ability to handle a high volume of enquiries while maintaining accuracy, professionalism, attention to detail, and customer focus
• Strong problem-solving and diagnostic skills
• Ability to investigate issues, identify root causes, determine resolutions, and recognise when escalation is required
• Experience using knowledge bases, operating procedures, and system documentation
• Ability to manage multiple tasks and priorities while maintaining service levels and quality standards
• Excellent verbal and written communication skills
• Ability to explain information clearly, provide reassurance, and adapt communication style
• Adaptability and resilience during periods of high demand and changing priorities
• Experience supporting benefits, HR services, payroll enquiries, or employee-facing technology platforms is desirable but not essential
• Must be based in the UK or Ireland
• Visa sponsorship is unavailable

Demonstrates expertise in delivering high-quality customer support, effectively managing stakeholder relationships, and resolving issues through strong problem-solving and communication skills. Proficient in utilizing knowledge resources and maintaining service levels in a fast-paced environment.

• Customer Support Experience
• Problem-Solving Skills
• Stakeholder Communication
• Knowledge Base Utilization
• Relationship Building

• Issue Investigation
• Root Cause Analysis
• Triage Skills
• Administrative Permissions
• Process Improvement

• Empathy
• Attention to Detail
• Adaptability
• Resilience
• Professionalism

• Benefits Support
• HR Services
• Payroll Enquiries
• Employee-Facing Technology
• Customer Stakeholder Management