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Technical Support Specialist

2 months ago

Atlanta, United States GBG Plc Full time

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage and our talented team to deliver award-winning location intelligence, identity verification and fraud prevention solutions.

With over 30 years' experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

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

Customer Support and Enablement

GBG IDology is known for delivering high level of customer support and satisfaction to our clients. This position is the primary interface for customer service with our customers. As such, candidates for this role must be extremely professional, customer-centric and possess excellent communication skills.

This person hired will also work closely with the product development team (tier 3) and the sales organization. The candidate will need to have strong technical skills, be able to quickly learn and become an expert with GBG IDology suite of products.

The Role

Our associates are part of our team, contributing ideas and strategies that can have a visible and tangible effect on the future of our company. Our ultimate goal is to find someone who meshes with us and complements our team. This means a hard working, talented, helpful and humble person who is just as willing to get in and do menial tasks, as they are to lead an entire project to success.

What you will do

  • Handle technical support inquiries from customers via phone or the company's web-based support website (ticket-based) from initial contact through resolution
  • Escalate issues to product development (tier 3) when necessary and serve as a conduit between the customer and product development team
  • Provide technical support and product expertise to the sales organization, including participation in pre- and post-sales discussions
  • Participate in customer meetings, training sessions, and other forums as a technical product expert
  • Develop metrics to measure key performance indicators related to customer support and identify and implement process improvements with the goal of streamlining the support process or improving the level of support provided
  • Manage and expand an online knowledgebase that is accessible both internally and externally
  • When time permits, the individual may also assist in the software quality assurance process by performing product testing
  • While not expected to be a frequent occurrence, travel to customer sites may be required in some instances

Desired Skills

  • Experience troubleshooting SaaS software solutions
  • Experience with APIs and SDKs
  • Comp TIA A+, Network+, Security+ Certifications is a plus
  • Experience and understanding of the software development lifecycle.

Requirements

  • Proficient experience in the technical support field
  • Extensive familiarity with Windows operating system, Win 7 and above.
  • Strong Windows-based technical skills, especially as they relate to software installation, configuration, and deployment.
  • Experience providing technical support to customers for complex hardware and software products, including the ability to determine whether a particular issue is caused by hardware, operating systems software, application programs or network failures.
  • Experience and technical knowledge of Windows Server and cloud environments such as AWS or Azure
  • Experience with ticket-based support tools (e.g. Salesforce Service Cloud) and issue management systems (e.g. JIRA)
  • Demonstrated ability to work independently within a team environment
  • Strong troubleshooting and problem-solving skills
  • Organized, self-motivated, and have a high-level of attention to detail
  • Excellent verbal and written communication skills, as the role requires effective communication, both internally and with customers, in speech and writing

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

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