Benepass People Experience Support Agent at Benepass providing first-line support for workplace technology, People processes, expenses, and benefits. Troubleshoot issues and guide employees through resolution or handoff.
Responsibilities
IT Helpdesk & Employee Support: Own the first-line IT helpdesk queue and serve as the first point of contact for employee requests across workplace technology and People processes. Triage and resolve routine issues, with particular focus on account provisioning, access changes, permissions, password resets, and timely access removal; keep employees informed and escalate sensitive or specialized requests.
Employee Expenses & Benefits: Process and audit employee expense submissions in line with policy. Administer HSA and LSA enrollments and ongoing changes, coordinate manual benefits processes for providers without reliable integrations, and help employees with routine questions. Over time, this role may expand to include payroll administration.
Workplace Technology & Equipment: Order and track laptops and accessories, coordinate delivery and setup, and fulfill hardware and software requests. Learn internal platforms to manage basic account provisioning, access changes, password resets, and software licensing. Troubleshoot common issues and explain steps clearly to employees.
Onboarding, Offboarding & People Administration: Coordinate checklists with Trust and People Operations, including laptop setup, welcome kits, standard access changes, and timely I-9 completion and verification following established procedures. Maintain org charts; track mandatory training and document acknowledgments; send reminders and follow up on overdue items; and support related administrative tasks.
AI & Service Improvement: Use approved AI tools to streamline support and improve AI-generated responses. Share feedback on what works, identify recurring employee friction, and contribute to small improvements to support workflows.
Customer Experience & Support: 1–2 years in customer experience (CX), customer support, technical support, or internal IT support. Experience working from a ticket queue and resolving requests promptly, accurately, and empathetically is valuable.
Organization & Accuracy: Strong attention to detail, comfort working with spreadsheets and reconciling data, and dependable follow-through across multiple requests.
Learning New Tools: Experience with a ticketing or customer support platform and collaboration tools such as Slack. You learn new software quickly and enjoy helping people work through technical issues, even when you need to investigate before you have the answer.
Communication & Judgment: Clear, patient communication and good judgment when resolving requests, protecting confidential information, and knowing when to escalate.
AI Mindset: Curiosity about using AI tools to improve everyday workflows, with care and sound judgment in how they are applied.
Previous experience working in a tech startup or remote-first environment.
Exposure to expense management systems such as Expensify, Ramp, or Brex, and familiarity with expense policies.
Basic familiarity with Google Workspace Admin, Okta, or Mac device setup.
