Technical Support
6 months ago
**Technical Support Representative**
**What You’ll Do**
Deal with, and investigate customer claims and, if needed, offer monetary contributions based on the services that they have acquired.
- Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts
- 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**
- Legal knowledge about claims and warranties.
- At least 2-4 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 essential
- Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne)
- IT qualifications/degree educated essential
- Automotive or insurance experience is valued
- 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
Pay: £21,000.00-£24,000.00 per year
**Benefits**:
- Life insurance
Ability to commute/relocate:
- Leeds: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Leeds
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