Product Support Specialist

***This role is hybrid and will require some office attendance at our Chester or Worcester hubs. Please only apply if you are able to attend one of these locations regularly***

About GBG

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most.

Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organisations to reach and trust their customers.

Learn more at www.gbgplc.com and follow us on LinkedIn and X @gbgplc

Why you should be@GBG

• 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

The role reports to the Customer Support Manager—Tier 2. As the second-line technical function, the team is formed of customer-oriented, product-informed, technical-skilled professionals whose purpose is to provide an in-depth level of Investigation into customer Issues related to the product and the ecosystem where it operates.

What you will do

• Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Identity and Location via email, phone, and chat.
• Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
• Be a subject matter expert, a focal point for questions related to the use of our products.
• Follow internal procedures, including escalation procedures to Product / Technology team as appropriate.
• Meet our targets to ensure we continue to deliver excellent support.

Requirements

• Previous customer support experience in a technology company or an IT/computing qualification
• Demonstrable technical ability in one or more areas of SQL, APIs, Web Services, Basic Programming or Web Development
• Strong analytical skills and structured problem-solving approach
• Customer focus and excellent communication
• Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Organizing and executing: Organized and able to work independently. Delivers results for customers

Behaviours we'd like to see

Benefits

Next steps

Click here to see more about what’s important to us, including our hybrid working 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 behired@gbgplc.com and we’ll be in touch!

Make life@GBG work for you.