Customer Support Specialist

Join our growing Customer Success team as a core member of our Customer Support. GAN’s Customer Support provides support to our platform users. Responsibilities include 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 well-trained on GAN’s advanced cloud platform and will become increasingly knowledgeable about cloud solutions. You will often work with our Customer Success Managers and the development team.

• 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

• 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’s degree

Apply here