Product Support Specialist - gan integrity - Copenhagen
The world needs to change. Corruption and bribery is a major source of poverty and injustice, and holds back growth and equal opportunities. At GAN we build software that helps companies do the right thing - and do so in the right way. GAN offers a connected and automated approach to compliance processes, ranging from whistle-blowing, policy management and training to due diligence and screening. We are ambitious in our efforts to build world class products for our customers, and for that we need the best people to join our team.
Join our Engineering Department as a core member of our Product Support Team.
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.
What you'll do
- 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
Who are we looking for
- 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
Who we are
A highly diverse team spanning a wide range of both professional and cultural backgrounds - from compliance lawyers and researchers to technology experts, designers and developers. This is a unique setup within our industry and the perfect foundation for revolutionizing the compliance space by raising the bar through innovative technology.
We are +70 people divided between our three offices located in Copenhagen, London and New York.
What we offer
- Competitive salary, plus share/stock options.
- Excellent growth opportunities.
- Work with an amazing team of talented and motivated people who love their work.
- Flexible working hours.
- Contribute to a truly important cause - work with purpose.
- A real impact on the company’s growth and evolution.
- Great office space and central location in the heart of Copenhagen near Kgs. Have.
- Social activities; quizzes, movie nights, DHL run, Friday bars, Summer/Christmas parties and much, much more.
- Amazing lunch, free soft drinks, fruit, snacks and great coffee.
