Technical Support Representative Germany

vor 1 Woche

Cologne, Deutschland Solera, Inc. Vollzeit

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 technical support and 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 the 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 complex, second level product support problems while delivering high quality customer service using modern Customer Relationship Management (CRM) and telephony technology.


What You’ll Do

· Trouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channels

· Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts

· 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 2-4 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 essential

· Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)

· IT qualifications/degree educated 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 German and a high level of English. Additional language is a plus

· High learning agility and ability to apply knowledge learned

· Be based in Germany

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