Technical Support Specialist
1 month ago
At Solera, we're looking for a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing high-quality customer service to our clients, troubleshooting and resolving technical issues, and documenting solutions to improve our products.
Key Responsibilities:- Troubleshoot and resolve technical issues for customers via phone, email, chat, and web channels
- Deliver professional and efficient customer service, meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
- Communicate clearly and effectively with internal and external stakeholders
- Accurately record all customer contact and outcomes within designated software
- Escalate calls or cases in a timely and appropriate manner, documenting enhancements to drive continuous improvements
- Adhere to 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
- At least 1-2 years' experience in a customer-focused environment, preferably a contact center
- 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
We're an equal opportunities employer and welcome applications from all qualified candidates. If you're passionate about delivering high-quality customer service and have the skills and experience we're looking for, please apply today.
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