Customer Support Specialist

1 week ago

London, United Kingdom Gan Integrity Full time

GAN’s Customer Support Team provides support to our platform users, which includes managing, resolving, and preventing problems by providing consistent, high-level technical expertise and customer service.

As our new Customer Support Specialist, you will assist our users, troubleshoot issues, and find creative solutions to complex problems. You will be trained on GAN’s advanced cloud platform, you will learn about SaaS platforms, work on cutting-edge integrated compliance management solutions, and collaborate closely with our Product, Engineering, and Customer Success Teams.

**Responsibilities include**
- Provide high-level product support and customer service via ticketing and video calls
- Analyze technical issues to establish root causes, work to resolve support cases with customers, and escalate to engineers as needed
- Manage resolution of issues that arise within complex workflow management systems down to basic login issues
- Collaborate across teams to ensure issues are resolved as timely and effectively as possible
- Identify gaps in resources and documentation to support future issue deflection
- Support customer demos and RFPs
- Build rapport with clients, end users, and co-workers

**Requirements**:

- 2+ years experience providing hands-on customer-facing product and/or technical support (web-based platforms preferred)
- Understanding of root cause analysis, web-based services, and browser developer tools preferred
- Basic experience with APIs (POST, PATCH), Flat Files, and SFTP servers preferred
- An understanding of conditional statements & Boolean logic is a plus
- Experience with business intelligence tools and Excel a plus
- Thorough technical understanding and comfortable handling various operating systems (Windows, OS X, and Android)
- Experience with ticketing and bug-tracking systems (we use Zendesk and Jira)
- Strong customer service, prioritization, multitasking, and communication skills
- Excellent analytical, organizational, interpersonal, and teamwork skills
- Passionate about staying at the forefront of an ever-evolving technology landscape
- A Bachelor’s Degree
- You
- Act with integrity, and when you see wrongdoing, you speak up.
- Are always learning, improving, and approaching every day with energy and enthusiasm.
- Like to take ownership of your work and when you provide input and feedback; it's constructive, positive, and aimed at productively resolving challenges.

**What we offer**
- Competitive salary.
- Excellent growth opportunities.
- Flexible working hours, fully remote role.
- Contribute to a truly important cause - building an ethical and compliant business space around the globe.
- A real impact on the company’s growth and evolution.

**About us**

Founded by a Danish human rights activist in 2004; today GAN is a global company with a highly diverse team spanning a wide range of both professional and cultural backgrounds - from compliance lawyers and researchers to technology experts, designers, and developers-across our offices in NYC, Copenhagen, and London.

GAN’s unique setup within the compliance software industry and its extraordinary team helped GAN revolutionize the compliance space and raise venture capital from leading firms such as Apax and Aquiline Capital Partners.

GAN Integrity is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We believe that every employee has the right to work in a positive, collaborative atmosphere that promotes equal opportunities and prohibits discriminatory practices.

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