Product Support Representative

The Client Product Support Specialist 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 SLAs 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
  
  At least 1-2 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



• High learning agility and ability to apply knowledge learned



• Automotive and/or insurance experience is beneficial but not essential