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Software Support Executive

  • £18,000-£24,000
  • Bearsted, Maidstone, Kent
  • G-forces
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Software Support Executive

GForces is a leading supplier of ecommerce technology and software to the automotive industry. We provide the digital tools and support that enables vehicle manufacturers and retailers to sell new and used vehicles online to connected consumers. We’re helping the automotive industry prepare for a future where the entire vehicle buying journey is facilitated online. Through NetDirector® Auto-e, our class-leading software platform, we deliver user experiences that seamlessly integrate traditional showroom and digital dealership touchpoints.

We’re driving change in the automotive digital space at a global level. Our software and platform is used by OEMs, the world's largest dealer groups, and independent retailers throughout the UK, the Americas, Europe, APAC, MENA, the Far East, and Australia.

The Role

The second line support team is part of the GForces Client Services function, responsible for supporting all our clients globally. The team is responsible for delivering exceptional customer care by completing all work to the highest standard whilst ensuring all SLA’s are met.

The Software Support Executive role is a technical position, supporting all NetDirector® software products including websites and vehicle data management. The role involves liaising with our First Line support functions to resolve configuration issues and implement new functionality and liaising with Product Owners to confirm software defects through to our development team. As a result, the successful applicant should be technically minded, possess the ability to learn quickly and adapt to changing software and processes. Experience in a software company or knowledge of the automotive industry will be beneficial.

Responsibilities

§ Configuration of software modules to resolve issues or implement new functionality

§ Identification, replication and diagnosis of software defects through to Product Owners and Development

§ Providing work around interim solutions where possible to issues where development work is required

§ Management of vehicle data requirements including vehicle imports, exports and rule management

§ Liaising with third parties where required on integrations or vehicle data issues

§ Providing product knowledge to colleagues in Client Services, and across the rest of the business

§ Ownership of escalations from Client Services Management through to resolution

§ To provide full support for colleagues and clients providing an excellent level of service

§ Assist within the development of the Second Line Support function

§ Understanding of ISO 270001 and its impact on our processes

Essential Skills

§ Ability to learn NetDirector® software and adapt to changing processes and functionality

§ Good problem-solving skills

§ Ability to prioritise and manage workload to meet SLAs and KPIs

§ Demonstrate innovation and proactiveness

§ Demonstrate a keen eye for detail

§ Good communication skills both internally and externally

§ Able to work within a fast-paced environment

Salary

£18,000 - £24,000 DOE

Location

Office Based – Kent

Department

Client Services

Position Reports To

Client Services Manager

Benefits

25 days holiday plus birthday off

Up to 5 additional days holiday for long service

GForces group pension plan

Discounted health care package

Preferential car buying rates

Childcare vouchers

Perkbox employee discount scheme

Enhanced maternity and paternity

Quarterly appraisals and development planning

Regular socials and company events

Free fruit

Flexible hours

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  • Advertiser: Direct Employer
  • Posted on: 21/08/2019 08:52
  • Reference: GFO1/367