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    Customer Support SpecialistCustomer Support Specialist - Leeds, United Kingdom - Solera, Inc.

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    Description
    Job Description

    The Role
    Solera customers highly appreciate and value our range of products and services. From websites to applications to integrated data systems, they may sometimes require assistance or support with their packages. This includes activities such as software handling, service requests, product updates, and service interruptions.

    What You'll Do
    - Troubleshoot and resolve issues for customers concerning Solera software by providing expert advice over phone, email, chat, and web channels
    - Provide professional and efficient customer service while meeting agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
    - Maintain clear and effective communication both internally and externally
    - Accurately document all customer interactions and outcomes in the designated software
    - Escalate calls or cases promptly and appropriately according to SLA's, documenting improvements for continuous enhancement
    - Adhere to departmental working processes and procedures at all times
    - Contribute to and update knowledge base articles and documents
    - Take ownership of all responsibilities related to compliance procedures, particularly data security

    Job Specific Qualifications:
    - Minimum of 1-2 years' experience with a proven track record of delivering top-notch customer service in a customer-centric environment, preferably in a contact center setting
    - Background in technical or software support roles would be advantageous
    - Familiarity with CRM and telephony systems is a plus (especially Salesforce Service Cloud and Genesys)
    - IT qualifications or a degree would be beneficial but not mandatory
    - Analytical, naturally curious, with strong questioning skills and keen attention to detail
    - Excellent communication and relationship-building skills across different business levels
    - Willingness to exceed customer expectations and take personal responsibility for issue resolution
    - Fluency in the local language and proficient in English. Knowledge of additional languages is an asset
    - Strong learning agility and ability to apply acquired knowledge effectively
    - Experience in the automotive and/or insurance sectors is advantageous but not a requirement


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