Product Support Specialist

hace 4 semanas

Sevilla, España Solera Corporation A tiempo completo

Product Support Specialist (English) 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
About Us Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, LoJack, Spireon, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a "one-stop shop" solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100+ countries. For more information, visit www.solera.com.

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