Support Specialist

7 months ago

Maidstone, United Kingdom Automotive Transformation Group Full time

**Support Specialist
Are you ready to join an innovative organisation redefining the way we buy and sell cars?
We know just how frustrating the hunt for a new job can be. Much like the process of finding the perfect carBut look no further
Automotive Transformation Group’s mission is to make buying cars easy and seamless for consumers, and we want your experience working with us to be just as enjoyable.
We believe in the transformative power of innovation, and with technology at our heart we love drawing on the talent and expertise of our diverse team to enhance our products. As an Automotive Transformation Group colleague, you will be supported and encouraged throughout your progression with us, and we have a wide range of departments you can explore working with.

Join us in helping some of the world’s best-known brands improve efficiency, reduce costs, and ultimately offer a first-class consumer experience. Advance your career with Automotive Transformation Group today and like your dream vehicle, you can rely on us to take you places you’ve always aspired to go.

**Overall Job Purpose / Role Purpose:
**The Role
The Support Specialist is responsible for ensuring the overall success of ATG’s Products for a portfolio of customers. Working closely with your customers, you will provide ongoing support, advice and day-to-day management of all requests, aligned to your customers’ business objectives. You will need to understand our products, offer impeccable levels of service and build and maintain customer relationships, to become a trusted advisor.

Our industry is extremely fast paced, and no two days are the same. As such, the technical tasks you undertake will be varied across the digital landscape including rectifying issues, implementing new features onto live websites, helping customers use and understand our software, and implementing their requests. You will be motivated to achieve the highest levels of customer satisfaction and build positive relationships. You will need to be pro-active with your customers, providing recommendations, guidance, and insight in line with their digital strategy.

Reporting into the Client Services Management team, the role requires you to be highly motivated and delivery focused. You will need to become an indispensable part of a large team, working together to support and guide our ever-increasing customer-base on their digital journey.

**Key Responsibilities**
- Engaging with customers daily via ZenDesk, telephone, video calls and face to face meetings.
- Ensure all SLAs and/or contractual agreements with suppliers/partners/customers are adhered to, responding to all requests in a quick, clear and effective manner.
- Responsibility of all customer requests & actively seeking solutions to these, including product configurations and issues.
- Regular QAs of your customers’ websites/software to proactively spot any areas of improvement or issues that require resolution.
- Be the custodian of communication between ATG and the customer, taking ownership of each request raised until point of resolution.
- Triage of all issues (and resolution where possible), liaising with ATG departments to solve & managing the escalation path to completion where relevant.
- Have a detailed technical understanding that facilitates resolution in “first-touch” where possible - including configuration issues and data feeds
- Enabling & maximising your customers understanding (providing ongoing guidance & support) of the ATG product suite, facilitating training requirements for the customer where required.
- Working with our product specialists to deliver the latest initiatives to benefit your customer portfolio.
- Ensure all customers are kept up to date regularly with latest industry/market trends and product information.
- Assist customers in achieving their desired outcomes, ensuring customers are maximising the value of ATG products and services.
- Actively monitor and manage your customer health and understand value that the customer gains from ATG solutions - keeping internal stakeholders updated with customer performance and temperature.
- Gather customer feedback on how our products are meeting their needs and whether there are areas for possible improvement, and feeding this back to the ATG Product Teams.
- Be the voice of your customers within ATG to advocate for them, in the context of ATG’s vision.
- Ensuring follow up of results post implementation of requests to breed loyalty with your customers and showcase value.
- Taking full ownership and responsibility of each goal or objective agreed with your customer until achieved.
- Analysing the performance of the customer’s website and make suggestions for improvement (working ATG specialist departments where required).
- Have a strong relationship with the sales team to identify opportunities for growth within each account, to reduce churn and drive revenue.
- Facilitate supplier relationships with 3rd parties w

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