At a Glance
- Tasks: Provide top-notch support for Solera software via phone, email, and chat.
- Company: Join Solera, a global leader in risk and asset management solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for growth.
- Other info: Dynamic team environment with a focus on continuous improvement and innovation.
- Why this job: Be the hero for customers, solving their issues and enhancing their experience.
- Qualifications: 1-2 years in customer service; tech support experience is a plus.
The predicted salary is between 30000 - 40000 £ per year.
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 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. 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 troubleshoot 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:
- Troubleshoot 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.
Product Support Representative in Leeds employer: Dormont Manufacturing Co
At Solera, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through comprehensive training programs and opportunities for advancement within our global network. Located in a vibrant area, we provide a supportive environment where passionate individuals can thrive while delivering top-notch customer service in the automotive and insurance sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Representative in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Representative in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
