Customer Service Representative- Technical

Customer Service Representative-Technical

Salary Competitive

Mission

Who We Are

Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. 

Audatex part of the Solera group are the leading provider of motor damage estimating solutions in the UK and similarly globally have a strong presence in over 86 countries. Audatex provide software and data solutions combined which assist the insurance industry in terms of cost control for spend on repairs to accident damaged vehicles.

The Solera Way

Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability). We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits. The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

Our Space

• Location-wise, we are based in Theale, 1 station away from Central Reading
• Our office setting is open plan and we work collaboratively as a team.
• Smart casual is our dress code and we are open to flexible start and end times and some remote working (with agreement from your manager).
• We offer weekly fruit to keep the team healthy!
• We also like to celebrate company success, funding legendary summer and winter parties.
• There are frequent opportunities internally to learn and grow into other fields / disciplines. Career progression is important to us.

Are You Uncommon?

We are seeking a Customer Services Technical representative to join our Customer Service Team.  This role requires someone with strong verbal and written communication skills, and the ability to work well within a team environment are essential. Exceptional organizational skills and the ability to prioritize tasks are vital.

Position 80s

What You’ll Be Doing within the Customer Service Representative-Technical role

At Solera, we believe in providing clarity and focus to what our volunteers are responsible for – their mission. The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission. The mission 80’s for this role, are:

• Provide 1^st level telephone and email support to all Audatex customers, as part of a team of 7 analysts receiving an average total of 200 calls and 300 emails per day.
• Accurately record all call information on the Service Desk system, CRM Dynamics, from the customer, and all information relating to the resolution, or attempted resolution. 
• Ensure the customer is kept fully informed of the status of calls, and contacted after closure.
• Apply first time fixes to incoming queries where possible, using all information resources available.
• Close liaison with Senior Service Desk Analysts and 2^nd Level in order to escalate customer queries and to keep abreast of ongoing software and data developments.
• Contribute to the team’s knowledge base to ensure that it is kept up to date.
• Take full ownership of all calls recorded and monitor progress within the Service Level Agreement (SLA).  Ensure calls are assigned appropriately.
• Escalate calls in a timely and appropriate manner in line with SLA’s in place.
• At all times adhere to the working processes and procedures for the department.

Qualifications

Are You Qualified for the Customer Service Representative-Technical role?

• Ideally educated to degree level, with at least a C in English and Maths GCSE.
• Working knowledge of current Microsoft operating systems, in particular Windows 7 and Windows 10.
• Must have proven experience of delivering first-rate customer service.
• Understanding Data Security and GDPR Compliance and its impact on Customers.
• Experience of using Service Desk Ticketing Systems such as ZenDesk or Service Now highly desirable.
• Experience of using CRM Dynamics highly desirable.
• Must be willing, ready, and able to learn and execute the Solera Way of conducting business and willing to re-qualify as time goes on and as the Mission changes.

• High learning agility.

• Good communications skills at all levels, both written and verbally, face to face and over the phone.

• Flexible with regards to work requirements.

• Must be inquisitive, with excellent problem solving skills.

• A keen interest in Motor Vehicles.

• Able to work unsupervised.

If you would like to be considered for the Customer Service Representative-Technical role please click “APPLY” below

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