Application Support Specialist - 2nd line - Global Fraud Solutions (3900)

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Global Fraud Solutions

The team provides decision support solutions to address business objectives in risk prevention and fraud detection. We deliver software solutions and offer client support using our expertise and a client-focused approach.

Customer/Application Support Specialist – Global Fraud Solutions

Working under the guidance of the Customer Support Manager this role is focused on customer support needs and part of a customer-oriented, product-informed, technical-skilled professional team whose purpose is to provide an in-depth level of Investigation into customer issues related to the product and the ecosystem where it operates. The role also requires automation experience in order to help promote self-service capabilities, automate customer support processes and enable more efficient incident resolutions.

What you will do

• Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Fraud system via email, phone, and chat.
• Participate in a global support team operating on a rotational schedule across APAC and EMEA time zones.
• Participate in on-call support duties during evenings, weekends, and public holidays, as part of a structured rotation outside standard office hours.
• Queries will include result and data queries, more complex troubleshooting/user knowledge, implementation support and bug escalation.
• Be a subject matter expert, a focal point for questions related to the use of our products.
• Follow internal procedures, including escalation procedures to Product / Technology team as appropriate.
• Work closely and effectively with other teams / department to resolve queries where necessary
• Meet our agreed SLA to ensure we continue to deliver excellent support.
• Drive automation initiatives aimed at promoting customer self-service, automate repetitive tasks and support processes.
• Analyse existing business processes and identify opportunities for automation
• Collaborate with cross-functional teams to gather requirements and ensure successful implementation of automation projects
• Monitor and optimise automated processes to ensure maximum efficiency and reliability

Skills we’re looking for

• More than 9 years + of working experience in a Technology and/or Product based company and relevant IT/computing qualification
• Demonstrable work experience in:
• SQL Server Database applications including performance tuning and advance SQL knowledge (Database design would be an advantage)
• 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.
• Knowledge of Windows operating system, networking and communication
• Software solution and network structure design experience and hardware knowledge will be an advantage

• Strong analytical skills and structured problem-solving approach
• Customer focus and excellent communication skills
• Interacting and presenting: Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Organizing and executing: Organized and able to work independently. Delivers results for customers.

Nice to have

• Experience in process automation, preferably within the technology/ Product industry
• Hands-on experience with at least one of the following tools: n8n, Workato, UiPath, Google App Scripts, Python or VBA. Experience with multiple tools is a strong plus.

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.