Product Support Representative

Found in: Appcast UK C2 - 2 weeks ago

Leeds, United Kingdom Solera, Inc. Full time

The Role

Solera is looking for a Product Support Representative based in Leeds to advise and support our customers.


What You’ll Do

  • Trouble shoot and resolve issues for customers relating to Solera software providing advice and expert knowledge over phone, email, chat and web channels
  • Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
  • Communicate clearly and effectively both internally and externally
  • Accurately record all customer contact and outcomes within designated software
  • Escalate calls or cases in a timely and appropriate manner in line with SLA’s in place, documenting enhancements to drive continuous improvements
  • At all times adhere to the working processes and procedures for the department and of Solera
  • Contribute to and maintain knowledge base articles and documents
  • Take responsibility for all duties relating to compliance procedures, especially data security

What You'll Bring:

  • At least 1-2 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centre
  • Experience of working in a technical or software support capacity would be ideal
  • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)
  • IT qualifications/degree educated would be an advantage but are not essential
  • Analytical and naturally inquisitive with good questioning skills and good attention to detail
  • Able to communicate well and build rapport with people at various levels of a business
  • A desire to go the extra mile for customers and take personal responsibility for resolving issues
  • Fluent language skills in the relevant location and a high level of English. Additional language is a plus
  • High learning agility and ability to apply knowledge learned
  • Automotive and/or insurance experience is beneficial but not essential

Soft skills:

  • Empathy
  • Phone etiquette
  • Calm
  • Methodical
  • Used to busy environment. Resilient.
  • Communication skills
  • Ambition
  • Ability to understand technical products – six months of training needed


Nice to have:

  • Having worked in the insurance or automotive industry.

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