Product Support Specialist

**About GBG**

GBG offers a range of solutions that help organisations quickly validate and verify the identity and location of their customers. Our market-leading technology, data and expertise help our customers improve digital access, deliver a seamless experience and establish trust, so that they can transact quickly, safely and securely with their customers online. We have over 1,000 team members across 15 countries and work with over 20,000 customers in over 70 countries. Some of the world's best-known businesses rely on GBG to provide digital services and keep the economy moving.

**The team**

The IDscan Helpdesk are responsible for providing appropriate and effective support for IDscan customers and products and takes pride in supporting GBG’s Vision through the provision of excellent customer service.

**The role**

You will primarily be supporting customers who use IDscan products. IDScan is bespoke to GBG, and therefore will require training on this product. You’ll ensure their 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 best use of our services and supporting their business goals. This is an existing role within IDScan and operates on a 24/7 basis. (Rotating around 3 shift patterns).

This role is home based, but the option to work in our Chester office is also available.

**What you will do**
- Provide excellent customer service - log, investigate and resolve, where possible, product queries using remote access tools, telephone and via chat.
- Work closely and effectively with other teams to resolve queries where necessary
- Meet our targets to ensure we continue to deliver great support
- Be a customer champion - proactive in recommending product improvements
- Perform routine checks on customers system to make sure that everything is working without any problem
- You may take part in diagnosing issues related to equipment or system operation in the company offices

**Requirements**:
**Skills**
- Previous customer support experience in a technology company
- Technically capable with working knowledge of SQL(basic level) and/or web services
- Logical problem solving approach; experience of analysing data
- Information Technologies experience
- Strong written, verbal and interpersonal skills
- Strong English ability
- Ability to work in a fast past work environment and manage work priorities
- Independent learner and creative thinker
- Experience in customer facing role
- General knowledge about networking, Windows and scripting

**Behaviours**
- Leading and deciding: takes ownership of customer queries and drives them through to resolution
- Supporting and co-operating: Behaves consistently with clear personal values that complement those of the organisation. Supports others and recognizes the importance of team work
- Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
- Analysing and interpreting: Shows evidence of clear analytical thinking. Quick to learn and gets to the heart of complex issues
- Organizing and executing: Organized, a good multi-tasker and able to work independently. Delivers results for customers
- Adapting and coping: Manages pressure effectively. Embraces change
- Enterprising and performing: Seeks opportunities for self-development

**Additionally**

International travel may be required on occasion
**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, religion, sexual orientation, parental status or disability. 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.