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- Tasks: Troubleshoot customer issues and provide expert support via phone, email, and chat.
- Company: Join Solera, a leader in innovative automotive data solutions.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers solve their problems and enhance their experience.
- Qualifications: 1-2 years of customer service experience, preferably in a tech support role.
- Other info: Dynamic team environment with a focus on continuous improvement and learning.
The predicted salary is between 30000 - 40000 £ per year.
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.
As part of the Solera family, cap hpi have a mission to be the most innovative, accurate and comprehensive supplier of automotive data. Drawing on a long history of knowledge and industry relationships as trusted partners at every stage of the vehicle lifecycle, our quality data solutions empower intelligent decision making in the automotive industry.
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.
- 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.
Product Support Specialist – Troubleshoot & Delight in Leeds employer: Solera Holdings, LLC.
Contact Detail:
Solera Holdings, LLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist – Troubleshoot & Delight in Leeds
✨Tip Number 1
Get to know the company inside out! Research Solera and its products so you can speak confidently about how you can help customers. This will show your passion and commitment during interviews.
✨Tip Number 2
Practice your communication skills! Whether it’s over the phone, email, or chat, being able to convey information clearly is key. Try role-playing with a friend to get comfortable with troubleshooting scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these stories in your interviews to demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Product Support Specialist – Troubleshoot & Delight in Leeds
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for delivering top-notch customer service. Share examples of how you've gone the extra mile to help customers in previous roles – it really makes a difference!
Tailor Your Experience: Make sure to highlight any relevant experience you have in technical or software support. We want to know how your background aligns with the role, so don’t be shy about showcasing your skills and achievements.
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and structure your thoughts logically. This not only shows your communication skills but also makes it easier for us to understand your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Solera Holdings, LLC.
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with Solera's products and services. Understanding how they work and the common issues customers face will help you demonstrate your troubleshooting skills and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
As a Product Support Specialist, clear communication is key. Practice explaining technical concepts in simple terms, as you'll need to do this with customers. Role-play with a friend or family member to get comfortable with different scenarios you might encounter during the interview.
✨Showcase Your Customer Service Experience
Be ready to share specific examples from your past roles where you've delivered exceptional customer service. Highlight situations where you resolved issues effectively, especially in a technical support context, as this will resonate well with the interviewers.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team, company culture, and expectations for the role. This shows your enthusiasm and helps you determine if Solera is the right fit for you too.