Product Support Specialist

4 months ago

Chester, United Kingdom GBG Full time

**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.

With over 30 years’ experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.
- We make the world a safer place
- We trust each other and win together
- We are local experts in a global business
- We want you to be yourself
- We grow when you grow

**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**
- 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

**Requirements**:

- 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

**Behaviours we'd like to see**

**Benefits**

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more

**Next steps**

If you’re interested, please apply We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.

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