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Location

Chester, Cheshire | United Kingdom

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Job description

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 customer s, 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​

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

Behaviours we'd like to see

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.

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Job tags

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Salary