Product Support Representative (Automotive)

TL;DR

Product Support Representative (Automotive/Insurance): Providing first-level technical support and troubleshooting for automotive data software solutions with an accent on high-quality customer service and SLA adherence. Focus on diagnosing software issues, managing cases via CRM, and documenting solutions to improve product stability.

Location: Leeds, UK

Company

Global leader in risk and asset management data and software solutions for the automotive and insurance ecosystem.

What you will do

• Troubleshoot and resolve software issues for customers via phone, email, chat, and web channels.
• Deliver professional customer service while meeting agreed SLA and KPI targets.
• Accurately record all customer contacts and outcomes within the designated CRM software.
• Escalate cases in a timely manner and document enhancements to drive continuous product improvement.
• Contribute to and maintain internal knowledge base articles and documentation.
• Ensure strict adherence to compliance and data security procedures.

Requirements

• 1-2 years of experience delivering high-quality customer service, preferably in a contact center environment.
• Must be based in Leeds, UK.
• High level of English proficiency.
• Analytical mindset with strong questioning skills and attention to detail.
• Ability to build rapport with stakeholders at various business levels.

Nice to have

• Experience in a technical or software support capacity.
• Familiarity with Salesforce Service Cloud and Genesys.
• IT qualification or degree.
• Experience within the automotive or insurance industries.

Culture & Benefits

• Opportunity to work with a global leader active in over 90 countries.
• Focus on innovation in the automotive data and insurance sectors.
• Professional environment emphasizing high standards of data privacy and integrity.