Product Support Representative (Automotive)

TL;DR

Product Support Representative (Automotive/Software): Providing first-level technical support for automotive and insurance software solutions with an accent on troubleshooting and high-quality customer service. Focus on resolving software issues via phone, email, and chat while adhering to SLA and KPI targets.

Location: Must be based in Leeds, UK

Company

hirify.global is a global leader in risk and asset management data and software solutions for the automotive and insurance ecosystem, operating in over 90 countries.

What you will do

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

Requirements

• 1-2 years of experience in high-quality customer service, preferably within a contact center environment.
• Experience working in a technical or software support capacity.
• English: High level of proficiency required.
• Strong analytical skills, inquisitive nature, and high attention to detail.
• Ability to communicate effectively and build rapport with business stakeholders at various levels.
• Location: Based in Leeds.

Nice to have

• Experience with Salesforce Service Cloud and Genesys telephony systems.
• IT-related degree or professional qualifications.
• Background or experience in the automotive and/or insurance industries.
• Additional language skills.