Product Support Representative - Bracknell, United Kingdom - SOLERA | AUDATEX |OMNITRACS

Description

Solera Inc is an American company which provides risk managementand asset protectionsoftwareand services to the automotive industryand property insurancemarketplace. Solera is active in 88 countries across six continents.

This role is crucial to our customers and is targeted on finding the right solutions to first level product support problems at the first point of contact while delivering high quality customer service using modern Customer Relationship Management (CRM) and telephony technology.

What You'll Do

• 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 2 years' experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact center
• 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
• Automotive and/or insurance experience is beneficial but not essential

Salary:
From £23,000.00 per year


Schedule:

• 8 hour shift

Education:

• Diploma of Higher Education (preferred)

Experience:

- customer service: 2 years (required)

Work Location:
Hybrid remote in Bracknell


Reference ID:
PSEUK-01