MGS
Customer Support Advisor - Automotive Software
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Location: Remote, UK-based, with occasional travel to our head office in Sandwich, Kent, to client sites, and very occasionally to other locations for meetings.
Applicants must be based in the UK and have the right to work in the UK.
About MGS
MGS provides CRM and data software to car dealerships and manufacturer groups across the UK. We’ve spent over 25 years helping the automotive industry turn customer data into more cars sold and more services booked, and we continue to invest in new products and grow our team.
The Role
We’re looking for a Customer Support Advisor to join our support team. You’ll be the first point of contact for our clients, answering the phone and support inbox, solving what you can straight away, and passing on anything more complex with clear, useful detail so it gets picked up fast.
This is an important role as good first line support keeps our clients confident in us, and keeps the right issues reaching the right people quickly. You’ll own first line support and escalation, and get involved in testing, while you build up real knowledge of our products and the automotive world we work in.
There’s a clear path to grow from here. As you build experience, there’s the opportunity to move into a broader Customer Support Specialist role, which also covers marketing campaign delivery, client training and onboarding, or into other paths within the team.
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You’ll need to have worked in the automotive sector before, ideally in a customer support or customer success role.
If you’re not an exact match but have relevant experience, we’d still like to hear from you.
Responsibilities
- Answering queries. Handle incoming calls and emails from clients, working out what each one needs and how urgent it is.
- First line support. Solve straightforward issues yourself, using known fixes, guides and your growing product knowledge.
- Escalation. When something needs a second pair of eyes, gather the details, steps and screenshots and log it as a Jira ticket, so whoever picks it up doesn’t have to start from scratch.
- Keeping records updated. Log and update queries in our support system and Jira, keeping ticket status current so nothing gets missed or forgotten.
- Testing. Help check that fixes and small changes work as expected before they go out to clients.
- Learning as you go. Build up real knowledge of our products and the dealerships and manufacturers who use them.
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What we're looking for
- Based in the UK, with the right to work in the UK.
- Experience in the automotive sector, ideally in a customer support or customer success role.
- Experience with Jira or a similar ticketing system is a bonus, but not essential.
- Comfortable on the phone and confident writing clearly to clients.
- Takes pride in their work and cares about getting it right.
- Proactive, rather than waiting to be told what to do next.
- Good attention to detail, so nothing gets missed.
- Good at working out what matters most when things are busy.
- Patient enough to properly understand a problem before jumping to an answer.
- Happy learning new systems and software.
What we offer
- Competitive Salary.
- Company bonus scheme.
- Workplace pension.
- Business mileage reimbursed.
- Remote working, with occasional travel to head office and clients.
- Monday to Friday, no weekend work.
- Full training, and a clear path to grow within the team.
MGS is part of the Vela Software group. We’re an equal opportunities employer and welcome applications from all backgrounds. Let us know if you need any adjustments during the recruitment process.
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