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- Tasks: Help customers troubleshoot and resolve software issues via phone, email, and chat.
- Company: Join Solera Holdings, a leader in automotive data solutions with a commitment to innovation.
- Benefits: Enjoy a full-time role with opportunities for growth and a supportive team environment.
- Why this job: Be part of a dynamic team that values customer service and technical expertise.
- Qualifications: 2-4 years in customer service, preferably with technical support experience.
- Other info: Experience with Salesforce and Genesys systems is a plus; automotive knowledge is valued.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Product Support Representative role at Solera Holdings, LLC. Solera customers 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 aims to be the most innovative, accurate, and comprehensive provider of automotive data, setting the global standard. Our long history of industry knowledge and relationships positions us as trusted partners throughout the vehicle lifecycle, empowering intelligent decision-making across multiple platforms.
We seek passionate individuals committed to delivering high-quality technical support and customer service through various channels such as email, phone, and chat. Effective communication, questioning, and listening skills are essential to troubleshoot and diagnose customer issues promptly.
This crucial role focuses on resolving complex, second-level product support problems while providing excellent customer service using modern Customer Relationship Management (CRM) and telephony systems.
What You’ll Do- Troubleshoot and resolve advanced issues related to Solera software via phone, email, chat, and web channels
- Collaborate with Product Development and Global IT to diagnose problems and deliver solutions, liaising with senior technical experts as needed
- Provide professional and efficient customer service, meeting SLA and KPI targets
- Communicate clearly and effectively internally and externally
- Record all customer interactions and outcomes accurately in designated software
- Escalate calls appropriately and promptly in line with SLA guidelines
- Follow departmental processes and procedures consistently
- Contribute to maintaining and updating knowledge base articles and documentation
- 2-4 years of experience delivering high-quality customer service, preferably in a contact center environment
- Experience in technical or software support is essential
- Knowledge of Salesforce Service Cloud and Genesys telephony systems is advantageous
- Automotive or insurance industry experience is valued
- Curiosity, good questioning skills, and attention to detail
- Strong communication skills and ability to build rapport across various business levels
- Willingness to go the extra mile and take responsibility for resolving issues
- High learning agility and quick application of new knowledge
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology and Customer Service
Industries: IT Services and IT Consulting
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
Familiarise yourself with Solera's products and services. Understanding the range of solutions they offer will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Brush up on your technical support skills, especially if you have experience with CRM systems like Salesforce Service Cloud. Being able to discuss your familiarity with these tools can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, particularly in troubleshooting scenarios. Role-playing common customer issues with a friend can help you articulate your thought process clearly and effectively.
✨Tip Number 4
Network with current or former employees of Solera Holdings, LLC. They can provide valuable insights into the company culture and expectations, which can be beneficial for tailoring your approach during the interview.
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: Write a cover letter that showcases your passion for delivering high-quality customer service. Mention your experience in the automotive or insurance industry if applicable, and explain how your skills align with the role's requirements.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated with customers in previous roles. Highlight your ability to listen, ask questions, and resolve issues promptly, as these are key skills for the Product Support Representative position.
Highlight Problem-Solving Experience: Include specific instances where you've successfully diagnosed and resolved complex issues. This could be through examples from your previous jobs or projects, demonstrating your analytical skills and attention to detail.
How to prepare for a job interview at Solera Holdings, LLC.
✨Showcase Your Technical Skills
Make sure to highlight your experience in technical or software support during the interview. Be prepared to discuss specific tools you've used, such as Salesforce Service Cloud and Genesys telephony systems, as this will demonstrate your capability to handle the role effectively.
✨Demonstrate Effective Communication
Since the role requires excellent communication skills, practice articulating your thoughts clearly. Use examples from your past experiences where you successfully resolved customer issues through effective questioning and listening.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of complex issues you've resolved in previous roles and be ready to explain your thought process and the steps you took to reach a solution.
✨Research Solera Holdings
Familiarise yourself with Solera's products and services, as well as their position in the automotive data industry. This knowledge will not only help you answer questions more effectively but also show your genuine interest in the company and its mission.