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For Companies At a Glance
- Tasks: Provide top-notch technical support to customers via phone, email, and chat.
- Company: Join Solera, a leader in automotive data solutions with a commitment to innovation.
- Benefits: Enjoy flexible working options and a supportive team environment.
- Why this job: Be part of a mission-driven company that values customer service and personal growth.
- Qualifications: 2-4 years in customer service, IT qualifications, and technical support experience required.
- Other info: Opportunities for learning and development in a dynamic industry.
The predicted salary is between 28800 - 43200 £ per year.
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 ZA have a mission to be the most innovative, accurate and comprehensive supplier of automotive data to all of our customers. 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 troubleshoot 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
- Troubleshoot 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 Genesys 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.
Product Support Representative employer: Solera
Contact Detail:
Solera Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Representative
✨Tip Number 1
Familiarise yourself with Solera's products and services. Understanding the range of solutions we offer will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any interactions.
✨Tip Number 2
Brush up on your technical troubleshooting skills. Since this role involves diagnosing complex issues, being able to showcase your problem-solving abilities through examples from previous experiences can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills. As a Product Support Representative, you'll need to convey technical information clearly. Engaging in mock conversations or role-playing scenarios can help you articulate your thoughts more effectively.
✨Tip Number 4
Network with current employees or professionals in the automotive or software support fields. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
We think you need these skills to ace Product Support Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise any specific skills related to troubleshooting software issues, as well as your familiarity with CRM systems like Salesforce Service Cloud.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering high-quality customer service. Mention your ability to communicate effectively and your experience in resolving complex issues, showcasing how you align with Solera's mission.
Showcase Relevant Experience: When detailing your work history, focus on roles where you provided technical support or customer service. Use specific examples that demonstrate your problem-solving skills and ability to work under pressure.
Highlight Soft Skills: Since the role requires strong communication and interpersonal skills, make sure to highlight these in your application. Discuss your ability to build rapport with customers and your commitment to going the extra mile to resolve their issues.
How to prepare for a job interview at Solera
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering high-quality customer support. Share examples from your past experiences where you went the extra mile to help a customer, as this aligns perfectly with what Solera values.
✨Demonstrate Technical Knowledge
Be prepared to discuss your technical skills and experience, especially in troubleshooting software issues. Familiarise yourself with common problems related to Solera's products and think of how you would approach resolving them.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, as you'll need to explain complex technical issues to customers who may not be tech-savvy.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific customer situations, particularly those involving escalations or complex problem-solving, to showcase your critical thinking skills.
