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

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

    2 weeks ago

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    Description

    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.