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—websites, applications, and integrated data systems—customers may need help or support with their packages, including software handling, service requests, product updates, service interruptions, and more. This role is critical to our customers and focuses on resolving first‑level product support issues while delivering high‑quality customer service through email, phone, chat, and web channels. The role uses modern Customer Relationship Management (CRM) and telephony technology and adheres to defined working processes and procedures.
What You’ll Do
- Troubleshoot and resolve issues for customers relating to Solera software while providing advice and expert knowledge over 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 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 SLAs, documenting enhancements to drive continuous improvements
- Adhere to the department’s working processes and procedures 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 delivering high‑quality customer service in a customer‑focused environment, preferably a contact centre
- Experience working in a technical or software support capacity is ideal
- Experience with CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)
- IT qualifications/degree or equivalent is an advantage but not essential
- Analytical and naturally inquisitive with good questioning skills and 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 languages are a plus
- High learning agility and ability to apply newly acquired knowledge
Automotive and/or Insurance Experience Is Beneficial but Not Essential
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