Product Support Specialist - Chester, UK

Business Unit: Finance & Operations

Location: Chester - Head Office

Contract Type: Permanent/Full Time

Product Support Specialist - Chester, UK

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 on-boarding experience in today’s digital economy.

The Team

The IDscan Scannet Helpdesk are responsible for providing appropriate and effective product support for IDscan customers and take pride in supporting GBG’s Vision through the provision of excellent customer service.

The Role

Reporting to the Customer Support Manager. You will be responsible for ensuring customer queries are resolved quickly, thoroughly and professionally. Your product knowledge, excellence in customer support and technical skills will add value for customers, helping them to make best use of our services and supporting their business goals. Customer support is provided on a 24/7 basis therefore this role will require working on a shift rota basis to include nights.

What you will do: 

  • Provide excellent customer service - log, investigate and resolve 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 IDscan products and services; a focal point for questions relating to use of the products
  • Be a customer champion – proactive in recommending product improvements
  • Perform routine checks on customers system to ensure systems are working effectively
  • Help to diagnose internal issues related to Scannet equipment or system operations in GBG offices
  • Assist with the installation or testing of Scannet software for customers
  • Help with training team members where required

To be successful we are looking for:


  • Previous customer support experience in a technology company
  • Technically capable with working knowledge of SQL, Windows and networking
  • Logical problem solving approach; experience of analyzing data
  • Customer focus and excellent communication
  • Accurate record keeping


  • 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

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