Product Support Representative

Solera Corporation; Leeds; On-site; GBP 24,000 - 30,000; Full time

Job summary

Solera CAP HPI seeks a customer service specialist to troubleshoot issues, provide expert guidance, and ensure quick resolution for clients across email, phone, chat, and web channels.

You will support customers with Solera software, adhering to SLAs and documenting outcomes to enable continuous product improvements. Strong English communication, 1–2 years’ experience, and CRM/telephony familiarity are essential.

Qualifications

• 1-2 years experience delivering high-quality customer service.
• Experience in a technical or software support capacity is beneficial.
• CRM and telephony systems experience (Salesforce Service Cloud/Genesys) advantageous.
• IT qualifications are helpful but not essential.

Responsibilities

• Trouble shoot and resolve issues for customers using Solera software via phone, email, chat, and web channels.
• Deliver professional customer service while meeting SLA and KPI targets.
• Communicate clearly and effectively with internal and external stakeholders.
• Record all customer interactions and outcomes in designated software.
• Escalate calls or cases per SLA and document improvements.
• Follow department processes and Solera policies at all times.
• Contribute to and maintain knowledge base articles; ensure data security compliance.

Skills

Customer service

CRM knowledge

Communication skills

Analytical thinking

Problem solving

English proficiency

Education

IT degree or qualifications (preferred)

Tools

Salesforce Service Cloud

Genesys

Job description

Who We Are

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 to support connectivity across the vehicle and property value chain. Solera's solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and machine learning that deliver insight and ensure customers' vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.

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. As part of the Solera family, cap hpi have a mission to be the most innovative, accurate and comprehensive supplier of automotive data. Drawing on a long history of knowledge and industry relationships as trusted partners at every stage of the vehicle lifecycle, our quality data solutions empower intelligent decision making in the automotive industry. 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 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

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs. Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, LoJack, Spireon, eDriving/Mentor, Explore, CAP HPI, Autodata, and others.

Solera empowers its customers to succeed in the digital age by providing them with a “one‑stop shop” solution that streamlines operations, offers data‑driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.