Document Support Analyst

Business Unit: Commercial

Location: Home Based

Contract Type: Permanent/Full Time

Document Support Analyst

About GBG

With a rich heritage of more than 30 years, offices in 16 locations worldwide and more than 1,000 team members globally, GBG proudly stand as the global technology specialist in fraud, location and identity data intelligence. We support businesses and enable customer growth by protecting companies and governments to combat fraud and cybercrime, lower cost of compliance and improve customer digital onboarding experience in today’s digital economy.

The team

The Professional Services Team works directly with GBG IDscan customers to resolve issues (technical or document related) reported by our customers. Working to resolve customer issues is our priority; however, IDES (IDscan Document Expert System) is the brain behind IDscan document processing technology and many teams in IDscan work on IDES to keep improving it from different aspects. IDES is the processing engine that takes images from various sources and processes them to recognise, authenticate, and extract information from different types of documents (including proof of ID, and proof of address documents). This team will ensure IDES is maintained and grows along with all the new documents that are introduced into the market. 

The role

The successful candidate will be required to provide support to the FDE (Forensic Document Examiner) team by professionally assisting and validating various identification documents supplied by GBG IDscan customers. You'll ensure customer support/queries are dealt with quickly and thoroughly across multiple platforms.

As you build your document knowledge, you will help to maintain the IDscan document library. Intermittently, you may be asked to prepare reference data for our Document Knowledge Team to enable them to train our software and expand our samples database. 

You'll also:

  • Manage document samples in a controlled careful and responsible manner as prescribed by IDscan.
  • Prepare reference data to build your document knowledge and help to train our software.
  • Respond to customer requests over live chat, portals and emails.
  • Review semantic and visual features of identity documents.
  • Manage daily transcript reports.
  •  Regression test new document library packages and compare against older versions.

Essential skills:

  •  Data analysis and critical thinking skills.
    • Ability to adapt and make decisions. 
    • Good communication skills, writing documentation skills and reporting, as well as an excellent command of the English language. 
    • Customer-focused individual with a drive to ensure customers have and continue to have a great experience when dealing with GBG. 
    • Fast learner for new tools, and IT systems. 
    • Baseline technical skills (Power Point, Excel, Windows, Outlook).

Working hours:

Mon-Fri 11:30am-8pm

What’s in it for you?

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference and everyone has something to contribute.

Next steps

If you’re interested, please apply or if you’d like to hear more about the role and benefits then contact 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.

Apply now