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Technical Support Executive
4 months ago
Digital Transformation has finally hit the Automotive Industry
Despite technology revolutionising the future of ecommerce, the way we’ve bought and sold cars has largely remained the same for over three decades. Customers had no choice but to trek to their local car dealership to access the best vehicles and latest offers. But thanks to the Automotive Transformation Group, that is no longer the case
W ith almost 50 years’ of combined industry experience, the Automotive Transformation Group is comprised of two internationally recognised brands - GForces and Autofutura. We are the first of our kind within the industry, creating more than just successful and user-friendly websites for car dealers and manufacturers. Our NetDirector® Suite delivers a seamless and omnichannel solution for all those within the sector who want to stand out from the evolving competition; offering state of the art technology and invaluable data insights to maximise vehicle sales
Since completing this game-changing merger last summer, we are committed to creating new products, investing in new ventures and developing our teams to truly become a key innovator of change. There has never been a more exciting time to join us on this journey
The Role
Technical Support is responsible for delivering daily objectives within the Customer Success Team. The Technical Support Team is responsible for ensuring impeccable levels of customer service are provided every day to our customers in the UK and across the globe. Our industry is extremely fast paced, and no two days are the same. As such the technical tasks you undertake will be varied, ranging across the digital landscape from rectifying issues to implementing new technology onto live websites.
Reporting into the Technical Support Lead, the role requires you to be highly motivated and delivery focussed. You will need to become an indispensable part of a large team, working together to support, advise and guide our ever-increasing customer-base on their digital journey. The team works together across the ATG customer base to help them with any training or understanding of our software, implementation of any requests, and aiding in issue resolution.
The Technical Support role will sit within the Technical Support function that will be responsible for ensuring all NetDirector products, vehicle data imports, exports and 3rd party issues/requests/configurations are mapped against ATG work flow/business processes and met with a resolution alongside any SLAs, Contractual agreements or KPIs set.
Key Responsibilities
- Take full ownership & responsibility of each request and/or query raised by any/all customer(s) until point of resolution.
- Providing ongoing guidance and training support on all ATG software products to the Customer Success Team and the ATG customer base (where required).
- Implementation of new orders into the business for live customers.
- Facilitate and embed any strategic objectives requested by line management or directors of the business.
- Facilitate training requirements for customers and the team where required.
- Adhering to SLAs and ensuring the team meet these, internally and externally.
- Responding to all requests or issues in a quick, clear and efficient manner.
- Facilitate knowledge sharing within the Customer Success Team.
- Adapting to new software and processes internally, as well as suggesting improvements to increase efficiency.
- Ensuring you can manage your workload and prioritise to deliver excellent service to our customers and meet SLAs and KPIs.
- Facilitate supplier relationships with 3rd party suppliers where required.
- Engaging with our customers across Zendesk (tickets and live chat) and telephone.
- Operate within tight deadlines, delivering results on time and to plan.
- Ensure all internal stakeholders/customers are kept up to date regularly with any/all requests.
- Actively seek solutions to all requests, product configurations, customer issues, and 3rd parties.
- Provide a communication layer between 1st Line support and production departments.
- Communicate any issues in relation to any NetDirector products, vehicle data imports, exports or 3rd parties.
- Actively seeking solutions to requests, product configurations and customer issues.
- Being responsible for information security and data protection, and supporting the business in complying with any legal obligations imposed upon it through positive actions.
Essential Skills
- A minimum 1 years’ client services, marketing services or software experience.
- Strong IT skills.
- Previous experience in a growing, fast paced company.
- Experience within the automotive industry is desirable but not a requirement.
**Good to have**
- Knowledge of ISO27001.
- Ability to use internal software such as ZenDesk, Jira and Sugar.
- Ability to understand software processes (e.g. Agile) through the business.
- Ability to understand the NetDirector software itself and aid in identifying defe
