Customer Support Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil solera Tempo inteiro

About Us

Solera stands as a prominent entity in the realm of risk and asset management data and software solutions. We empower businesses within the automotive and insurance sectors by providing reliable solutions that uphold the highest standards of data privacy, security, and integrity. Our offerings facilitate connectivity throughout the vehicle and property value chain, bringing together customers, insurers, and suppliers. Through our advanced service, software, enriched data, proprietary algorithms, and machine learning capabilities, we enable informed decision-making, ensuring that our clients' vehicles and properties are maintained and repaired to the highest standards. Operating in over 90 countries across six continents, we process more than 300 million digital transactions annually for over 235,000 customers and partners. Leveraging our market-leading solutions and best practices, Solera delivers unparalleled scale and performance while driving innovation in the industry.

Position Overview
Our customers appreciate and rely on our diverse range of products and services. With various solutions available, they may require assistance or support with their packages, which can include software management, service requests, product updates, and addressing service interruptions.

We seek individuals who are dedicated to providing exceptional customer service through multiple channels, including email, phone, and chat. As effective communicators, you will troubleshoot and diagnose customer issues, helping them resume their operations promptly while documenting solutions to foster continuous improvement of our products.

This role is vital for our customers, focusing on identifying appropriate solutions for first-level product support inquiries at the initial point of contact, all while delivering high-quality customer service using modern Customer Relationship Management (CRM) and telephony technologies.

Key Responsibilities

- Troubleshoot and resolve customer issues related to Solera software, providing expert guidance via phone, email, chat, and web channels.

- Deliver professional and efficient customer service while meeting agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets.

- Communicate clearly and effectively with both internal teams and external clients.

- Accurately document all customer interactions and outcomes within designated software systems.

- Escalate calls or cases promptly and appropriately, in accordance with established SLAs, while documenting enhancements to promote continuous improvement.

- Adhere to departmental processes and procedures as well as those of Solera at all times.

- Contribute to and maintain knowledge base articles and documentation.

- Take responsibility for compliance procedures, particularly regarding data security.

Qualifications

- A minimum of 1-2 years of experience in delivering high-quality customer service in a customer-centric environment, preferably within a contact center.

- Experience in a technical or software support role is highly desirable.

- Familiarity with CRM and telephony systems is advantageous (preferably Salesforce Service Cloud and Genesys).

- IT qualifications or a degree would be beneficial but are not mandatory.

- Strong analytical skills, a natural curiosity, and excellent attention to detail.

- Ability to communicate effectively and build rapport with individuals at various organizational levels.

- A commitment to going above and beyond for customers and taking personal ownership of issue resolution.

- Proficiency in the relevant local language and a high level of English; additional language skills are a plus.

- High learning agility and the ability to apply acquired knowledge effectively.

- Experience in the automotive and/or insurance sectors is advantageous but not essential.

Please note that this job description is not exhaustive and may be subject to change as business needs evolve.

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