Product Support Specialist

Customer Support · New York City, New York
Department Customer Support
Employment Type Full-Time

Product Support Specialist

New York, United States

 

About GAN Integrity

GAN is transforming the way the world’s leading corporations deal with corruption, compliance and regulatory risk.  We provide compliance professionals around the globe with a powerful, intuitive software platform for managing all their compliance activities in one place.  Our leading all-in-one no-code SaaS compliance and risk platform empowers organizations to do the right thing and conduct their business with the highest ethical standards.  

GAN Integrity is a global company with offices in NYC, Copenhagen and London and has over 150 Fortune 1000 customers, most of which are large public corporations. GAN Integrity has raised venture capital from leading firms such as Edison Ventures and Aquiline Capital Partners.  Learn more at www.ganintegrity.com.

 

Our Values

Our core mission is “we help organizations do the right thing”.  As our business grows “doing the right thing” is the foundation of all that we do – this guides the culture we are building internally and sets the expectations of how we partner with our customers.  We set high standards for ourselves and each other.

To be successful at GAN Integrity, we are looking for individuals who can adapt to a rapidly growing business in an emerging space; who share our belief in doing the right thing; who recognize that we are better together than better as one(self); and who brings energy and enthusiasm in all that they do.

It’s hard work, it’s sometimes not easy, but we are reimagining the future of the industry which brings huge opportunities.

 

Our Opportunity

GAN’s Product Support Team provides support to our platform users, which includes managing, resolving, and preventing problems by providing consistent, high-level technical expertise and customer service. 

As a Support Specialist, you will assist our users, troubleshoot issues, and find creative solutions to complex problems. You will be trained on GAN’s advanced cloud platform and you will learn about SaaS platforms, work on cutting-edge integrated compliance management solutions and support GAN’s mission of doing the right thing. You will work closely with our Solution Delivery Managers and our engineering team. 

Joining our Engineering Department as a core member of our Product Support Team, responsibilities include;

  • Provide high level product support and customer service via ticketing and video calls
  • Analyze technical issues to establish root cause, work to resolve support cases with customers, and escalate to engineers as needed
  • Manage resolution of issues that arise within complex workflow management systems down to basic login issues
  • Collaborate across teams to ensure issues are resolved as timely and effectively as possible
  • Identify gaps in resources and documentation to support future issue deflection
  • Support customer demos and RFPs
  • Build rapport with clients, end users, and co-workers

 

Requirements

  • 2+ years experience providing hands-on customer facing product and/or technical support (web based platforms preferred)
  • Understanding of root cause analysis, web-based services, and browser developer tools preferred
  • Basic experience with APIs (POST, PATCH), Flat Files, SFTP servers preferred
  • An understanding of conditional statements & Boolean logic a plus
  • Experience with Business Intelligence tools and Excel a plus
  • Thorough technical understanding and comfortable handling various operating systems (Windows, OS X, and Android)
  • Experience with ticketing and bug tracking systems (we use Zendesk and Jira)
  • Strong customer service, prioritization, multitasking, and communication skills
  • Excellent analytical, organizational, interpersonal and teamwork skills
  • Passionate about staying at the forefront of an ever-evolving technology landscape
  • Bachelor degree

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  • Location
    New York City, New York
  • Department
    Customer Support
  • Employment Type
    Full-Time