Website GBG
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
Looking to get into the Tech Sector – This is for you!
This role will introduce the successful candidate to a whole new world – globally leading software. If you have a burning interest tech and a desire/passion to make it your full time occupation, then this could be the one for you.
You will gain both technical and customer facing exposure – meaning that you will prime yourself to choose your own career destiny once a fully fledged customer advocate, be that within or beyond GBG! Full training is provided for the job and in addition you will have access to our global tech learning platform, there really is no ceiling!
About The Team
You will join a supportive and enabling team – the GBG Helpdesk Tier 1 team. It is a customer facing helpdesk that supports GBG customers using over 15 different GBG product/solutions. The first point of call for all queries raised to the helpdesk by Customers, Suppliers, Sales, Service Management, as well as other internal teams. We handle over 1200 customer queries per month. As well as providing support for internal teams.
The Role
The role reports into the Customer Support Manager. Once you have learned the role, you’ll be first point of contact for customers, ensuring Tier 1 level queries are resolved quickly Where queries fall outside of the remit of Tier 1, you will be required to escalate as appropriate to Tier 2 support.
What you will do
Provide excellent customer service, logging, investigating and resolving queries across our products via email, phone and chat
Queries include; Login issues / new account creation, platform/supplier incidents, monitoring/raising/internal and external comms, change of admin requests invoice queries, license queries, usage report requests,
Adding/Removing Payment Cards
Maintenance notifications
Basic “How do I” queries
Triaging of any Tier 2 queries (such as results queries and integration issues)
Raise Invoices / Authorise Invoices / Make Payments for Invoices / refund invoices
Credit Issues (Investigate Potential Fraudulent Usage)
Termination of Accounts
Dataset Queries
Create API Keys (advise customer how to do this themselves when possible)
Put API Keys into Demo Mode
Whitelist URL/IP Addresses
Add/Remove User Email Notifications
Put Accounts into Demo Mode
Specific Look Up Price Amendments
Raising Jira’s for HUB or Loqate Account Website Issues
Requirements
What we’re looking for
Previous customer service or support experience
Helpdesk experience would be beneficial – in a technology company is perfect but other domains also great
Interest and passion for technology
Logical problem-solving approach
Customer focus and excellent communication
Able to handle high workload/multiple tasks
Additional
Our products are 24/7 and used around the world – the team cover that. There may be the opportunity for additional on call hours. These hours could include evenings, weekends and public holidays between 8am and 8pm. This comes with additional earning potential
Benefits
Next steps
Click here to see more about what’s important to us, including our flexible 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 [email protected] and we’ll be in touch!
Make life@GBG work for you.
Diversity & Inclusivity: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 apply for this job please visit apply.workable.com.