Product Support Specialist, Redwood City, US

Business Unit: Technology

Location: USA

Contract Type: Permanent/Full Time

Closing Date: 23 May 2019

Product Support Specialist, Redwood City, US

The team

The Global Helpdesk are responsible for providing GBG’s customers with technical support with our products. With an average Net Promoter Score of 70 awarded by our customers, the Helpdesk takes pride in supporting GBG’s Vision through the provision of excellent customer service.

The role

You will primarily be supporting customers who use Loqate (GBG’s world leading location products). You’ll ensure their queries are resolved quickly, thoroughly and professionally. Your product knowledge and technical skills will add value for customers, helping them to make best use of our services and supporting their business goals. This is a new role within the US, enabling GBG to expand its customer support service to 24/5. The successful candidate will have opportunity to set the standard for support in the US.

What you will do

You will:
• Provide excellent customer service - log, investigate and resolve product queries
• Work closely and effectively with other teams to resolve queries where necessary
• Meet our targets to ensure we continue to deliver great support
• Be a subject matter expert for Loqate in the US: a focal point for questions relating to use of the products
• Be a customer champion – proactive in recommending product improvements


To be successful, we are looking for


• Previous customer support experience in a technology company
• Technically capable with working knowledge of SQL, Linux OS or Python/Java/C++ desirable
• Logical problem solving approach; experience of analyzing data
• Customer focus and excellent communication


• 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 team work
• Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Analyzing and interpreting: Shows evidence of clear analytical thinking. Quick to learn and gets to the heart of complex issues
• Organizing and executing: Organized, a good multi-tasker and able to work independently. Delivers results for customers
• Adapting and coping: Manages pressure effectively. Embraces change
• Enterprising and performing: Seeks opportunities for self-development


International travel may be required on occasion

Apply now