Product Support Representative

The Role

Solera customers respect and value our products and services. Due to the wide variety of solutions available, from websites to standard applications to integrated data systems, they may need help or support with their packages.

As part of the Solera family, Audatex  have a mission to be the most innovative, accurate and comprehensive supplier of and setting the global standard in automotive data to all of our customers. Drawing on a long history of knowledge and industry relationships as trusted partners at every stage of the vehicle lifecycle, our quality data empowers intelligent decision making in a multi-platform world.

We need people who are passionate about delivering high quality technical support and 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 the customer’s issues to help them get back to business as soon as possible.

This role is crucial to our customers and is targeted on finding the right solutions to complex, second level product support problems while delivering high quality customer service using modern Customer Relationship Management (CRM) and telephony technology.

What You’ll Do

· Trouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channels

· Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts

· 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 in a timely and appropriate manner in line with SLA’s in place

· At all times adhere to the working processes and procedures for the department

· Contribute to and maintain knowledge base articles and documents

What You’ll Bring

· At least 2-4 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centre

· IT qualifications essential

· Experience of working in a technical or software support capacity essential

· Experience of Salesforce Service Cloud and telephony systems advantageous

· Automotive or insurance experience is valued

· 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

· Strong foreign language skills

· High learning agility and ability to apply knowledge learned