Product Support Representative
1 month ago
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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