Technical Support Representative

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 operates in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By leveraging market-leading solution capabilities and business process best practices, Solera provides unmatched scale and performance while driving industry innovation.

The Role

Solera's customers value our products and services. With a variety of solutions, from websites to applications and integrated data systems, they may require support with software handling, service requests, product updates, or service interruptions.

We seek individuals passionate about delivering high-quality technical support and customer service through various channels including email, phone, and chat. A good communicator who listens and questions effectively will troubleshoot and diagnose customer issues to help them resume their operations quickly. Documenting solutions is essential to facilitate continuous product improvement.

This role is vital to our customers, focusing on resolving complex, second-level product support issues while providing excellent customer service using modern CRM and telephony technologies.

What You’ll Do

• Troubleshoot and resolve advanced customer issues related to Solera software via phone, email, chat, and web channels.

• Collaborate with Product Development and Global IT teams to diagnose problems and implement solutions, often liaising with senior technical experts.

• Provide professional, efficient customer service, meeting SLA and KPI targets.

• Communicate clearly and effectively both internally and externally.

• Accurately record all customer interactions and outcomes within designated software.

• Escalate issues promptly and appropriately, documenting actions to support continuous improvement.

• Adhere to departmental and company working processes and procedures.

• Contribute to and maintain knowledge base articles and documentation.

• Ensure compliance with data security and other relevant procedures.

What You’ll Bring

• 2-4 years of experience delivering high-quality customer service, preferably in a contact center environment.

• Experience in technical or software support is essential.

• Fluency in Dutch (Flemish), French, and English.

• Experience with CRM and telephony systems (preferably Salesforce Service Cloud and Genesys) is beneficial.

• IT qualifications or a degree are essential.

• Experience in automotive or insurance sectors is valued.

• Strong analytical skills, inquisitiveness, attention to detail, and questioning skills.

• Excellent communication skills and ability to build rapport across various business levels.

• Customer-centric attitude with a willingness to go the extra mile and resolve issues personally.

• High learning agility and capacity to apply new knowledge effectively.