Customer Advocate (3585)
GBG, United Kingdom
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
About The Team
The GBG Helpdesk Tier 1 is a customer facing helpdesk that supports GBG customers using over 15different GBG product/solutions. The first point of call for all queries raised to the helpdesk by Customers, Suppliers, Sales, ServiceManagement, 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. As the first point of contact for all customers you will be responsible for ensuring Tier 1 level queries are resolved quickly, thoroughly, and professionally. 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 accountcreation, platform/supplier incidents, monitoring/raising/internal andexternal 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 andintegration issues)
- Raise Invoices / Authorise Invoices / Make Payments for Invoices / refund invoices
- Credit Issues (InvestigatePotential Fraudulent Usage)
- Termination of Accounts
- Dataset Queries
- Create API Keys (advisecustomer how to do thisthemselves when possible)
- Put API Keys into Demo Mode
- Whitelist URL/IP Addresses
- Add/Remove User EmailNotifications
- Put Accounts into Demo Mode
- Specific Look Up PriceAmendments
- Raising Jira’s for HUB or LoqateAccount Website Issues
Additional
There may be the opportunity for additional on call hours. These hours could include evenings, weekends and public holidays between 8am and 8pm
Requirements
What we're looking for
- Previous customer support/helpdesk experience ideally in a technology company but other domains considered
- Interest and passion for technology
- Logical problem-solving approach
- Customer focus and excellent communication
- Able to handle high workload/multiple tasks experience of this environment/workload previously
Behaviours we'd like to see
Benefits
Next steps
Click here to see more about what’s important to us, including our flexible working policy, our commitment to ESG, Iamp;D and much more.
To chat to the Talent Attraction team and find out more about our benefits, drop an email to and we’ll be in touch!
Make life@GBG work for you.