Product Support Specialist

hace 1 día

Sevilla, Sevilla, España Solera Corporation A tiempo completo
Product Support Specialist

About the Role

Solera customers rely on our products and services to streamline their operations. As a Product Support Specialist, you will be the first point of contact for customers seeking assistance with our software solutions. Your expertise will help resolve issues efficiently, ensuring customers can continue to use our products without interruption.

Key Responsibilities

  • Provide technical support to customers via phone, email, chat, and web channels, resolving issues related to Solera software
  • Deliver exceptional customer service, meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
  • Communicate effectively with internal and external stakeholders, ensuring seamless collaboration
  • Accurately document customer interactions and outcomes within designated software
  • Evaluate and escalate calls or cases in a timely manner, driving continuous improvements
  • Adhere to working processes and procedures, maintaining data security and compliance
  • Contribute to knowledge base articles and documents, enhancing the customer experience

Requirements

  • At least 1-2 years' experience in customer-focused environments, preferably in a contact center
  • Technical or software support experience is highly desirable
  • Proficiency in CRM and telephony systems, particularly Salesforce Service Cloud and Genesys
  • IT qualifications or a degree in a related field are advantageous but not essential
  • Excellent analytical and questioning skills, with a keen attention to detail
  • Strong communication and interpersonal skills, with the ability to build rapport with customers
  • A passion for delivering exceptional customer service and taking personal responsibility for issue resolution
  • Fluent language skills in the relevant location, with a high level of English proficiency
  • High learning agility and the ability to apply knowledge learned

About Solera

Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services. Our solutions empower customers to succeed in the digital age, streamlining operations, providing data-driven analytics, and enhancing customer engagement. We serve over 300,000 global customers and partners in 100+ countries.

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