Product Support Representative

TN United Kingdom; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein innovatives Unternehmen sucht leidenschaftliche Personen, die sich für hochwertigen Kundenservice einsetzen. In dieser Rolle unterstützen Sie Kunden bei der Nutzung von Softwarelösungen und sorgen für eine schnelle Problemlösung. Sie arbeiten in einem dynamischen Umfeld, in dem Ihre Kommunikationsfähigkeiten und Ihr analytisches Denken geschätzt werden. Mit einem Fokus auf kontinuierliche Verbesserung und Einhaltung von Sicherheitsstandards tragen Sie dazu bei, dass Kunden die bestmögliche Erfahrung mit unseren Produkten haben. Wenn Sie eine proaktive Einstellung haben und bereit sind, die Extrameile für Kunden zu gehen, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• 1-2 Jahre Erfahrung im Kundenservice, vorzugsweise im Callcenter.
• Erfahrung im technischen oder Software-Support von Vorteil.

Responsibilities

• Probleme von Kunden zu Solera-Software über verschiedene Kanäle lösen.
• Professionellen Kundenservice gemäß SLA- und KPI-Zielen bieten.

Skills

Kundenservice

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Technischer Support

CRM-Systeme

Education

IT-Qualifikationen oder Abschluss

Tools

Salesforce Service Cloud

Genesys

Job description

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About Solera

Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity. Our solutions support connectivity across the vehicle and property value chain, bringing together customers, insurers, and suppliers. We enable smarter decision-making through services, software, enriched data, proprietary algorithms, and machine learning that deliver insights and ensure vehicles and properties are maintained and repaired expertly. Operating in over 90 countries across six continents, Solera processes more than 300 million digital transactions annually for over 235,000 customers and partners. Our market-leading solutions and global best practices provide unmatched scale, performance, and innovation to advance the industry.

The Role

Solera customers value our products and services. With a wide range of solutions—from websites to applications and integrated data systems—they may require support for software handling, service requests, updates, or interruptions.

As part of the Solera family, cap hpi aims to be the most innovative, accurate, and comprehensive automotive data provider. With extensive industry knowledge and relationships, our data solutions support intelligent decision-making throughout the vehicle lifecycle.

We seek passionate individuals committed to delivering high-quality customer service via email, phone, chat, etc. You should be a good communicator, able to question and listen effectively, troubleshoot issues, and document solutions to improve our products continuously.

This role focuses on providing first-level product support, resolving customer issues promptly while maintaining high service standards using modern Customer Relationship Management (CRM) and telephony tools.

What You’ll Do

1. Troubleshoot and resolve customer issues related to Solera software via phone, email, chat, and web channels.
2. Provide professional, efficient customer service aligned with SLA and KPI targets.
3. Communicate clearly and effectively both internally and externally.
4. Accurately record all customer interactions and outcomes in designated software.
5. Escalate cases appropriately and timely, documenting actions to support continuous improvement.
6. Follow departmental and Solera working processes and procedures.
7. Maintain and contribute to knowledge base articles and documentation.
8. Ensure compliance with procedures, especially regarding data security.

What You’ll Bring

1. 1-2 years of experience delivering high-quality customer service, preferably in a contact center environment.
2. Experience in technical or software support is advantageous.
3. Familiarity with CRM and telephony systems (preferably Salesforce Service Cloud and Genesys).
4. IT qualifications or degree are a plus but not mandatory.
5. Strong analytical skills, curiosity, attention to detail, and good questioning abilities.
6. Excellent communication skills and ability to build rapport at various business levels.
7. Proactive attitude with a commitment to resolving issues and going the extra mile for customers.
8. Fluency in the relevant language and high proficiency in English; additional languages are a plus.
9. High learning agility and ability to apply new knowledge effectively.
10. Experience in automotive and/or insurance sectors is beneficial but not required.