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Product Support Representative

73% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
Spain

Offer summary

Qualifications:

1-2 years of customer service experience in a contact centre environment, Technical or software support background preferred, Experience with CRM and telephony systems is a plus, Fluent in Dutch (Flemish), French, and English.

Key responsabilities:

  • Provide professional customer service resolving software issues through various channels
  • Maintain accurate records of customer interactions and outcomes
  • Contribute to compliance procedures and data security standards
  • Escalate issues efficiently and document enhancements for continuous improvement
Solera logo
Solera Information Technology & Services Large https://www.solera.com/
5001 - 10000 Employees
About Solera
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.
See more Solera offers

Job description

Logo Jobgether

Your missions

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. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward. 

 

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 trouble shoot 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 

  • Trouble shoot 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 in Dutch (Flemish), French and English.  

  • High learning agility and ability to apply knowledge learned 

  • Automotive and/or insurance experience is beneficial but not essential 

Required profile

Experience

Level of experience: Junior (1-2 years)
Industry :
Information Technology & Services
Spoken language(s):
EnglishFrenchDutch
Check out the description to know which languages are mandatory.

Hard Skills

CRM SoftwareTroubleshootingData SecurityKnowledge Base DevelopmentCloud Implementation

Soft Skills

  • Customer Service
  • Interpersonal Skills
  • Analytical Thinking
  • Proactive Mindset
  • Teamwork
Are you interested?

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