Technical Support Specialist (3646)

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.