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Product Support Specialist

2 months ago

Leeds, Leeds, United Kingdom solera Full time

About Solera

Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain.

Solera's solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and machine learning that deliver insight and ensure customers' vehicles and property are optimally maintained and expertly repaired.

The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners.

The Role

Solera customers rely on our products and services to operate efficiently. As a Product Support Specialist, you will be the first point of contact for customers seeking assistance with our software solutions.

Your mission will be to provide high-quality customer service, troubleshoot and resolve issues, and document solutions to drive continuous improvement.

Key Responsibilities

  • Troubleshoot and resolve customer issues related to Solera software
  • Deliver professional and efficient customer service while meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
  • Communicate clearly and effectively with customers and internal stakeholders
  • Accurately record customer contact and outcomes within designated software
  • Escalate calls or cases in a timely and appropriate manner, documenting enhancements to drive continuous improvements
  • Adhere to 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

Requirements

  • At least 1-2 years' experience in a customer-focused environment, preferably in a contact centre
  • Experience in a technical or software support capacity would be ideal
  • Experience with 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