The Role
Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.

We need people who are passionate about delivering high quality customer service through a variety of interactions including email, phone, chat, etc. A good communicator able to question and listen effectively you will trouble shoot and diagnose customer’s issues to help them get back to business as soon as possible and will document the solutions to ensure continuous improvements for our products.

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

Trouble 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