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Product Support Representative
3 months ago
What You'll DonTrouble shoot and resolve issues for customers relating to Solera software providing advice and expert knowledge over phone, email, chat and web channelsnDeliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targetsnCommunicate clearly and effectively both internally and externallynAccurately record all customer contact and outcomes within designated softwarenEscalate calls or cases in a timely and appropriate manner in line with SLA's in place, documenting enhancements to drive continuous improvementsnAt all times adhere to the working processes and procedures for the department and of SoleranContribute to and maintain knowledge base articles and documentsnTake responsibility for all duties relating to compliance procedures, especially data security
What You'll Bring:
nAt least 1-2 years' experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centrenExperience of working in a technical or software support capacity would be idealnExperience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)nIT qualifications/degree educated would be an advantage but are not essentialnAnalytical and naturally inquisitive with good questioning skills and good attention to detailnAble to communicate well and build rapport with people at various levels of a businessnA desire to go the extra mile for customers and take personal responsibility for resolving issuesnFluent language skills in the relevant location and a high level of English.
Additional language is a plusnHigh learning agility and ability to apply knowledge learnednAutomotive and/or insurance experience is beneficial but not essentialSoft skills:
nEmpathynPhone etiquettenCalmnMethodicalnUsed to busy environment. Resilient.nCommunication skillsnAmbitionnAbility to understand technical products – six months of training needed
Nice to have:
nHaving worked in the insurance or automotive industry.
