Software Support Executive

GForces is one of Europe’s largest specialist automotive digital agencies. We’re also a leading supplier of internet software and services. We work directly with vehicle manufacturers, over half of the UK’s top 200 automotive retailers, independent dealers, European operations and the Middle East’s largest vehicle distributors. GForces are a global agency with the reach, knowhow and experience to enhance automotive brands and businesses so they perform at their best online.

Our digital-orientated focus helps our clients nurture more dynamic, productive relationships with their customers. At the same time, our utilisation of the most productive offline channels further expands what we can offer and deliver. We develop data-driven marketing strategies that meet the challenges of delivering to today’s connected and informed consumers and that exceed expectations. If you think you can help us achieve that and more, then we look forward to hearing from you!

The Role

We are looking for a highly-motivated, deliver focused individual to join the Second Line Support team. As a Software Support Executive, you are responsible for delivering daily objectives within the Second Line Support team and working under Client Services Management. The team will be proactively working on delivering exceptional customer care for our International offering and ensuring all SLA’s internally and externally are met, whilst completing all work to the highest standard.

This Software Support Executive role will sit within the Second Line function and they will be responsible for ensuring all Second Line support for GForces products, Vehicle Data imports, exports and 3rd party issues/requests/configurations are completed against GForces work flow/business processes and met with a resolution alongside any SLAs, contractual agreements or KPIs set.

Essential Skills

§Ability to understand software processes through a business and following predefined SLAs

§Ensuring you can prioritise and manage workload to meet all SLAs and KPIs

§Ability to understand software and when confident in NetDirector® to aid in identifying defects, features and requests

§To analyse and interpret different data sets for the use of reporting/KPIs/Benchmarking

§An understanding of all Vehicle Data requirements including Imports, exports, rule management etc. is desirable

§Demonstrate innovation and pro-activeness every day, with your team and to your clients

§Full understanding of project/product build and configuration process


§Ensure all SLA’s are met within the team both internally and externally

§Responding to all requests or issues in a quick, clear and effective manner and within set SLAs

§Facilitate Buddy scheme within your team and knowledge sharing on a daily basis

§Adapting new software and processes internally, as well as suggesting improvements to increase efficiency

§Operate within tight deadlines, delivering results on time and to plan

§Engaging with customers via Email, Live Chat and Telephone

§Actively achieving high levels of customer satisfaction both individually and across the team

§Embody GForces four I’s and C.O.R.E behaviours, showcase and influence towards team members & clients

§Facilitate relationships with 3rd party suppliers where required. For example, Bold Chat & ZenDesk

§Ensure all internal stakeholders/customers are kept up to date regularly with any/all requests

§Ensure all SLAs and/or contractual agreements with suppliers/partners/clients are adhered to

§Actively seek solutions to all requests, product configurations, customer issues, and 3rd parties

§Provide a communication layer between International First Line Support and GForces production departments to ensure swift resolution


£18,000 - £24,000 DOE


Office Based - Kent


Client Services

Position Reports To

Client Services Manager


·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

·Fruit before 9am

·Flexible hours