Customer Support Specialist (4017)

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.

The role reports to the Head of Customer Support - APAC. As the 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.

• 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

• Previous customer support experience in a technology company or an IT/computing qualification
• Demonstrable technical ability in one or more areas of SQL, API, web services, basic programming and 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.

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.