Description
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
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
The role
Reporting to the Customer Support Manager, you will be responsible for ensuring customer 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 the best use of our services and supporting their business goals. As this is a Tier 2 role you will be responsible for resolving customer queries that have been triaged and escalated from Tier 1.
What you will do
- Provide excellent customer service - log, investigate and resolve queries.
- 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 subject matter expert for IDscan products and services; a focal point for questions relating to use of the products
- Be a customer champion – proactive in recommending product improvements.
- Perform routine checks on customers system to ensure systems are working effectively
- Help to diagnose internal issues related to Scannet equipment or system operations in GBG offices
- Assist with the installation or testing of Scannet software for customers
- Help with training team members where required
Requirements
- Previous customer support experience in a technology company
- Technically capable with working knowledge of Windows, and networking
- Working knowledge of scripting - Bat, PS1 and SQL
- Working knowledge of web services desirable - SaaS and MS Servers
- Logical problem-solving approach; experience of analyzing data
- Customer focus and excellent communication
- Accurate record keeping
Behaviours we'd like to see
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.
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/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.
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.To chat with the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. Make life@GBG work for you.
