Technical Customer Support Specialist L2 (3929)

GBG•Atlanta, GA

About The Position

About GBGEnabling 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 Technical Support Team The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service while providing post sales break fixes and via other technical support activities CVML Engineer As a Computer Vision and Machine Learning (CVML) Engineer, you will be responsible for developing Machine Learning (ML) models. You will collaborate with the CVML team on solving problems and contribute toward an Agile process, as well as, supporting the CVML model deployment and production monitoring processes.

Requirements

Previous customer support experience in a technology company or an IT/computing qualification
Demonstrable technical ability in one or more areas of SQL, API, web services, basic programming and web development.
Strong analytical skills and structured problem-solving approach
Customer focus and excellent communication
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.
Understand and adhere to data privacy, security, and compliance protocols when handling customer information and support cases.
Experience using CRM and ticketing systems (e.g., Salesforce, or similar) to manage customer interactions and case workflows.

Responsibilities

Provide excellent customer service by logging, investigating, and resolving queries across our product suite in Identity and Location via email, phone, and chat.
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.
Contribute to internal and customer-facing knowledge bases by documenting solutions, troubleshooting steps, and best practices.
Interact and provide product knowledge and or training, case reconciliation, escalation support our BPO team based In Costa Rica.
Meet and participate In efforts to support customer success team, account managers, product support teams to enhance customer experience and product Improvement
Meet our KPI targets such as resolution time, Case follow up, escalation rate, and CSAT scores to continue quality support
Leverage AI-driven tools and automation platforms to streamline support workflows, identify recurring issues, and contribute to continuous improvement initiatives.
Stay current with product updates, new features, and industry trends through ongoing training and collaboration