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    Product Support Representative - Leeds, United Kingdom - Solera, Inc.

    Solera, Inc.
    Solera, Inc. Leeds, United Kingdom

    1 week ago

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

    What You'll DoTrouble shoot and resolve issues for customers relating to Solera software providing advice and expert knowledge over phone, email, chat and web channelsDeliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targetsCommunicate clearly and effectively both internally and externallyAccurately 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 improvementsAt all times adhere to the working processes and procedures for the department and of SoleraContribute to and maintain knowledge base articles and documentsTake 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 centreExperience of working in a technical or software support capacity would be idealExperience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)IT qualifications/degree educated would be an advantage but are not essentialAnalytical and naturally inquisitive with good questioning skills and good attention to detailAble to communicate well and build rapport with people at various levels of a businessA desire to go the extra mile for customers and take personal responsibility for resolving issuesFluent language skills in the relevant location and a high level of English.

    Additional language is a plusHigh learning agility and ability to apply knowledge learnedAutomotive and/or insurance experience is beneficial but not essential Soft skills:
    EmpathyPhone etiquetteCalmMethodicalUsed to busy environment. Resilient.

    Communication skillsAmbitionAbility to understand technical products – six months of training neededNice to have:
    Having worked in the insurance or automotive industry.
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