• Customer Services Representative Technical

    Location : Country (Full Name) United Kingdom
    Location : City
    Theale Reading
    Type
    Regular Full-Time
  • 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. For more information, please visit solera.com,fb.com/solerainnovation, @soleraworks on Instagram, or @SoleraInc Twitter.

     

    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 team 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 Representative, Technical  who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. We are looking for an enthusiastic individual to join our team in our product management department, to work on understanding business problems and opportunities in the context of the customer’s requirements, working with all parties to deliver solutions that enable the organisation to achieve its goals.

    Position 80s

     

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what are 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:

     

    Customer Service

    • Provide 1st level telephone and email support to all Audatex customers, as part of a team of 5 specialists receiving an average total of 150 calls and 300 emails per day.
    • Accurately record all call information on the Service Desk system, ICCM, 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.

     

    Technical Support and Ownership

    • Apply first time fixes to incoming queries where possible, using all information resources available.
    • Close liaison with Senior Service Desk Analysts and 2nd 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.

     

    Policy and Process Adherence

    • Take full ownership of all calls recorded and monitor progress within the SLA’s.  Ensure calls are assigned appropriately.
    • Escalate calls in a timely and appropriate manner in line with SLA’s in place.

    Qualifications

     

    Are You Qualified?

     

    • 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 XP and Windows 7.
    • Must have proven experience of delivering first-rate customer service to internal and external customers.
    • Understanding of the requirements of operating within an FSA Authorised Company

     

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