Product Support Specialist (3759)

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification and fraud prevention solutions.

About the team

The Customer Support Team are responsible for supporting GBG’s customers with the use of our products. With an average CSAT score of 95 awarded by our customers, Customer Support take pride in supporting GBG’s Vision through the provision of excellent customer service.

The Role

Reporting to the Customer Support Manager, you will be responsible for ensuring customer queries are resolved quickly, thoroughly, and professionally. Your product

knowledge, excellence in customer support and technical skills will add value for customers, helping them to make the best use of our services and supporting their business goals. As this is a Tier 2 role you will be responsible for resolving customer queries that have been triaged and escalated from Tier 1.

What you will do

• Provide excellent customer service - log, investigate and resolve queries within your dedicated product area (either Identity, Fraud or Location) via email and phone.
• Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
• Follow internal procedures including escalation procedures to Technology/Professional Services as appropriate.
• Work closely and effectively with other teams to resolve queries where necessary.
• Meet our targets to ensure we continue to deliver great support.
• Support the Tier 1 and global team – sharing knowledge as required.

https://www.gbgplc.com/en/

Requirements

What we're looking for

• Previous customer support experience in a technology company
• Demonstrable technical ability in one or more areas of SQL, networking, windows, XML/REST, HTML/CSS, client-side languages e.g. Java Script
• Logical problem-solving approach; experience of analysing data.
• Customer focus and excellent communication
• Accurate record keeping

Benefits

Next steps

Click here to see more about what’s important to us, including our hybrid and flexible work policy, our commitment to ESG, I&D and much more.

To chat to the Talent Attraction team and find out more about our benefits, drop an email to [email protected] and we’ll be in touch!

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