Software Product Support Specialist

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

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.