Product Support Specialist, New York - US

Business Unit: Technology

Location: USA

Contract Type: Permanent/Full Time

Closing Date: 30 June 2019

Product Support Specialist, New York - US

Product Support Specialist
New York - 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 be supporting customers who use Loqate (GBG’s world leading location products). You will 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.

What you will do

You will:
• Provide prompt and efficient support to both existing and potential customers via phone, email and live chat
• Be a subject matter expert for Loqate: a focal point for questions relating to use of the products for both internal and external customers
• Handle support cases of a technical nature, including product integration assistance where required
• Understand the Loqate services to a level that enables you to recommend services for customers and support sales
• Respond to technical queries published on external forums when required
• Meet our targets to ensure we continue to deliver great support
• Be a customer champion - proactive in recommending product improvements


To be successful, we are looking for:


• Previous customer support experience in a technology company
• Experience using Microsoft Office
• Technically capable with basic knowledge of programming, HTML/CSS and client side languages (preferably JavaScript)
• Previous experience in other programming languages, JavaScript libraries or SQL database interrogation desirable
• Logical problem solving approach; experience of analyzing data
• Customer focus and excellent communication (written and verbal)


• 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 to targets. Delivers results for customers
• Adapting and coping: Manages pressure effectively. Embraces change
• Enterprising and performing: Seeks opportunities for self-development


US/International travel may be required on occasion




Apply now