Application Support Specialist (3330) Jobs

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’ of 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

(with the 95% of our team members that recommend us as a great place to work)

• We are local experts in a global business
• We grow when you grow
• We want you to be yourself
• We trust each other and win together
• We make the world a safer place

APAC Customer Support Team

The APAC Customer Support Team is responsible for providing GBG’s customers with technical support for our products. With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.

The Role

Reporting to the Service Operations Manager, you will be part of the L2 Service Operations Team. The Service Operations Team is a 2nd line technical function in APAC Customer Support, providing a gateway service between 1st line Customer Support and Technology 3rd line Engineering for supported products and services, consumed by GBG Customers. The team is formed of customer-orientated, product-knowledgeable, process driven and technically skilled professionals; whose purpose is to provide an in-dept level of investigation to customer issues which is related to the system, application, and database-related issues; whilst providing a feedback loop to engineering to ensure continual service improvement for an outstanding customer service experience.

What you will do

• Contribute to the effectiveness of the team through collaboration and communication
• Meet our targets to ensure we continue to deliver a world-class customer support
• Be a customer champion – proactive in recommending product improvements
• Actively improve customer satisfaction by ensuring customers get the best from our products and support services
• Provide a world-class customer service - log, investigate, and resolve product queries
• Work closely and effectively with other teams/departments to resolve queries where necessary
• Be a subject matter expert: a focal point for questions relating to the use of the products
• Be a customer advocate and drive great customer service to the customer

What we're looking for

• Understanding of urgency and priority handling experience
• Software solution and network structure design experience and hardware knowledge will be an advantage
• Customer focus and excellent communication skills
• Knowledge of the Windows operating system, networking, and communication
• Excellent active listening skills
• Strong analytical skills and structured problem-solving approach
• Mastery level of working experience in a technology company with customer support experience
• Strong knowledge of Microsoft Technologies and solutions including Windows Server and its components (for example, IIS), SQL Server and its components (for example, Service Broker), .NET Framework, Web Applications and Services, Windows Applications and Services.
• Ability to explain a complex issue in a clear and easy to understand to a technical and non-technical audience
• SQL Server Database applications including performance tuning and advanced SQL knowledge (Database design would be an advantage)

Next steps

If you’re interested, please apply! We’re looking to hire the best and most engaged people into our business and we’ll make an offer once we’ve found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender, race, religion, sexual orientation, parental status or disability. 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.