This role reports directly into Team or Regional Manager and is responsible for product support activities

The Product Support Representative will deliver high quality customer service interactions through a variety of mediums including phone, email, chat, etc, trouble shooting and diagnosing customer issues to help the customer get back to business as soon as possible

Targeted on finding the right solutions to product issues at the first point of contact while delivering high quality service using modern Customer Relationship Management (CRM), Chat and telephony technology

Role Description

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

Key Competencies and Experience

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