Product Support Representative (Automotive Software)

Location: Leeds, United Kingdom

Company

hirify.global provides risk and asset management data and software solutions for the automotive and insurance ecosystem, with cap hpi delivering automotive data solutions.

What you will do

• Troubleshoot and resolve first-level customer issues related to hirify.global software through phone, email, chat, and web channels.
• Provide professional customer service while meeting agreed SLA and KPI targets.
• Record customer contacts, outcomes, escalations, and product enhancement information in designated systems.
• Escalate cases appropriately and contribute to continuous product improvements.
• Create and maintain knowledge-base articles and support documentation.
• Follow departmental processes and compliance procedures, especially those related to data security.

Requirements

• 1–2 years of experience delivering high-quality customer service, preferably in a contact-centre environment.
• Experience in technical or software support is preferred.
• Experience with CRM and telephony systems is beneficial, particularly Salesforce Service Cloud and Genesys.
• Analytical, inquisitive, detail-oriented, and able to ask effective questions.
• Strong communication skills, rapport-building ability, learning agility, and personal responsibility for resolving customer issues.
• Fluent language skills relevant to the location and a high level of English are required.

Nice to have

• IT qualifications or a degree.
• Automotive or insurance industry experience.
• Additional language skills.

Culture & Benefits

• Work with products and services used across the automotive and insurance ecosystem.
• Support customers through multiple communication channels using modern CRM and telephony technology.
• Contribute to knowledge sharing, service quality, data security, and continuous improvement.
• Work within an international company active in more than 90 countries.