Product Support Specialist

We are delighted to be supporting our client GBG plc. using our interim in house resource to recruit for a Product Support Specialist to join their team on a permanent basis

Location: Chester
Salary: Competitive
Sector: Technology
Contract: Permanent
Closing date: 26/02/21
Contact: Corinna Lattibeaudiere
Email: corinna.lattibeaudiere@hunteradams.co.uk
Job ref: CL07
Job type: Specialist

We are delighted to be supporting our client GBG plc. using our interim in house resource to recruit for a Product Support Specialist to join their team on a permanent basis

About GBG

With a rich heritage of more than 30 years, offices in 16 locations worldwide and more than 1,000 team members globally, GBG proudly stand as the global technology specialist in fraud, location and identity data intelligence. We support businesses and enable customer growth by protecting companies and governments to combat fraud and cybercrime, lower cost of compliance and improve customer digital onboarding experience in today’s digital economy.

The Team…

The Global Helpdesk are responsible for providing GBG’s customers with technical support with our products. With an average Net Promoter Score of 70 awarded by our customers, the Helpdesk takes pride in supporting GBG’s Vision through the provision of excellent customer service.

The Role…

Reporting into the Customer Support Manager the successful candidate will primarily be providing first line technical support for a range of products including Connexus, ID3global and Matchcode360. You’ll ensure queries are resolved quickly, thoroughly and professionally. Your product knowledge and technical skills will add value for customers, helping them to make best use of our services and supporting their business goals.

What you will do…

  • Provide excellent customer service – log, investigate and resolve product queries
  • Work closely and effectively with other teams to resolve queries where necessary
  • Meet our targets to ensure we continue to deliver great support to our customers
  • Develop and maintain a thorough knowledge of GBG’s products and support procedures
  • Be a customer champion – proactive in recommending product and process improvements

 

To enable you to be successful, we are looking for an exceptional candidate…

Skills:

  • Previous customer support experience in a technology company
  • Technically capable with working knowledge of basic programming XML and/or web services
  • Proven Networking skills advantageous
  • Logical problem solving approach; experience of analysing data
  • Customer focus

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
  • Desire to learn, grow and embrace change
  • Enterprising and performing: Seeks opportunities for self-development

 

What’s in it for you?

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 and everyone has something to contribute.