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Gan Integrity

Customer Support Specialist

Customer Success – New York City, New York
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

Join our growing Customer Success team as a core member of our Customer Support. GAN’s Customer Support team provides support to our platform users, which includes managing, resolving, and preventing problems by providing consistent, high-level customer service and technical expertise. As a Support Specialist, you are a critical part of our client’s experience. You assist our users, troubleshoot issues, and find creative solutions to problems - all while providing a high level of customer service to every user. You will be trained on GAN’s advanced cloud platform and will become increasingly knowledgeable about cloud solutions.

You will work closely with our Customer Success Managers and the development team in both New York and Copenhagen.

What you'll do

  • Provide high level customer service and technical support
  • Analyze technical issues to establish root cause, escalate to engineering as needed, and work to resolve support cases with customers
  • Collaborate across team to ensure issues are resolved as timely and effective as possible
  • Evaluate and handle incoming requests via phone and ticketing system
  • Manage resolution of user issues from password rest, to issues arising within complex workflow management tools
  • 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

What you need

  • 2+ years experience providing product and/or technical support (web based platforms preferred)
  • Thorough technical understanding and comfortable handling various operating systems (Windows, OS X, and Android)
  • Understanding of Application Programming Interface (API) interaction with web-based services
  • Experience with customer service platforms such as Zendesk
  • Experience with bug tracking platform - we use Jira
  • Ability to quickly build rapport with users/customers
  • 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 Success
  • Employment Type
  • Minimum Experience
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