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For Companies At a Glance
- Tasks: Provide top-notch support for Solera's software and help customers resolve issues.
- Company: Join a global leader in risk and asset management solutions with a strong focus on innovation.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for personal growth.
- Other info: Dynamic work environment with a chance to learn and grow in the automotive and insurance sectors.
- Why this job: Make a real difference by helping customers navigate our cutting-edge software solutions.
- Qualifications: 1-2 years of customer service experience; tech-savvy and great communication skills are a must.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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 is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners.
The Role
Solera customers respect and value our products and services. With a wide variety of solutions available—websites, applications, and integrated data systems—customers may need help or support with their packages, including software handling, service requests, product updates, service interruptions, and more. This role is critical to our customers and focuses on resolving first‑level product support issues while delivering high‑quality customer service through email, phone, chat, and web channels. The role uses modern Customer Relationship Management (CRM) and telephony technology and adheres to defined working processes and procedures.
What You’ll Do
- Troubleshoot and resolve issues for customers relating to Solera software while providing advice and expert knowledge over phone, email, chat, and web channels.
- Deliver professional and efficient customer service while meeting 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 SLAs, documenting enhancements to drive continuous improvements.
- Adhere to the department’s working processes and procedures 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 delivering high‑quality customer service in a customer‑focused environment, preferably a contact centre.
- Experience working in a technical or software support capacity is ideal.
- Experience with CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys).
- IT qualifications/degree or equivalent is an advantage but not essential.
- Analytical and naturally inquisitive with good questioning skills and 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 languages are a plus.
- High learning agility and ability to apply newly acquired knowledge.
- Automotive and/or Insurance Experience Is Beneficial but Not Essential.
Product Support Representative employer: Solera Holdings, LLC.
Contact Detail:
Solera Holdings, LLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Representative
✨Tip Number 1
Get to know the company inside out! Research Solera's products and services so you can speak confidently about how you can contribute. This will show your genuine interest and help you stand out during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over various channels, role-play common scenarios with a friend. This will help you articulate your thoughts clearly and build rapport effortlessly.
✨Tip Number 3
Network like a pro! Connect with current or former Solera employees on LinkedIn. They can provide insider tips and might even refer you internally, which can give you a leg up in the hiring process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Solera team.
We think you need these skills to ace Product Support Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Representative role. Highlight your customer service experience and any technical skills that match what we're looking for. This shows us you’re genuinely interested in joining our team!
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your ability to convey information clearly in your application. Use straightforward language and keep it professional yet friendly – we want to see your personality shine through!
Highlight Relevant Experience: If you've got experience in a contact centre or with CRM systems, make it front and centre in your application. We love seeing candidates who can hit the ground running, so don’t be shy about showcasing your background in tech support or customer service.
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, you’ll get to see all the other amazing opportunities we have at Solera!
How to prepare for a job interview at Solera Holdings, LLC.
✨Know Your Stuff
Before the interview, make sure you understand Solera's products and services. Familiarise yourself with their software solutions and how they help customers in the automotive and insurance sectors. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is all about providing top-notch customer support, be ready to share specific examples from your past experiences. Think of situations where you resolved issues or went the extra mile for a customer. Highlighting these moments will demonstrate your commitment to excellent service.
✨Practice Your Communication
Effective communication is key in this role. During the interview, practice clear and concise responses. You might even want to do a mock interview with a friend to refine your answers. Remember, you’ll need to communicate well over various channels, so showing your verbal skills is crucial.
✨Be Ready to Troubleshoot
Prepare for potential scenario-based questions where you might need to troubleshoot a common issue. Think through how you would approach resolving a problem step-by-step. This will showcase your analytical skills and ability to think on your feet, which are essential for a Product Support Representative.