Technical Support Specialist

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Job description

The Team

The Global Helpdesk are responsible for supporting GBG's customers with the use of our products. With an average Net Promoter Score of 74 awarded by our customers, the Helpdesk takes pride in supporting GBG's Vision through the provision of excellent customer service.

The Role

Reporting to the Global Helpdesk 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 best use of our services and supporting their business goals.

What you will do

• Provide excellent customer service - log, investigate and resolve queries within your dedicated product area of Location via email, phone and chat

• Queries will be wide ranging and include payment & billing issues, result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.

• Follow internal procedures including escalation procedures to Technology/PS as appropriate

• Work closely and effectively with other teams to resolve queries where necessary

• Meet our targets to ensure we continue to deliver great support

• Support the global team - sharing knowledge as required

Skills

• Previous customer support experience in a technology company

• Demonstrable technical ability in one or more areas of SQL, networking, windows, XML/REST, HTML/CSS, client-side languages e.g. Java Script

• Logical problem-solving approach; experience of analyzing data

• Customer focus and excellent communication

• Accurate record keeping

Behaviours

• Leading and deciding: takes ownership of customer queries and drives them through to resolution

• Supporting and co-operating: Behaves consistently with clear personal values that complement those of the organisation Supports others and recognizes the importance of teamwork

• 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

• Adapting and coping: Manages pressure effectively. Embraces change

• Analyzing and interpreting: Shows evidence of clear analytical thinking. Quick to learn and gets to the heart of complex issues

Additionally

Travel (local or international) may be required on occasion

Ad-hoc overtime/on call support may be required for key events such as Black Friday or key customer changes such as upgrades.