Associate tech support Specialist
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The Role
The Associate Tech Support Specialist P1 is responsible for receiving inbound phone calls, chats & emails. This individual will provide training and technical support to customers of the DealerSocket suite of products. This individual will work closely with cross functional teams to resolve concerns and manage cases to resolution. This position is full-time. The goal of this position is to gain product knowledge and technical understanding of DealerSocket, with opportunities for advancement within the company.
What You’ll Do
- Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.
- Document all customer interactions and resolutions in the existing case management systems.
- Actively contribute to our technical knowledge base, online community, and other technical documentation.
- Collaboration with internal teams in identifying product defects, designing solutions, and testing.
- Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.
- Develop working knowledge of the DealerSocket suite of products.
- Maintain knowledge of DealerSocket solutions and integrations within the assigned customer environments
- Understand how our customers are utilizing DealerSocket solutions and recommend additional features that can be leveraged to enhance their business.
- Ensure customer configuration aligns with recommended best practices
- Serve as customer advocate to ensure that issues are resolved quickly and efficiently
- Alert and advise customers around critical issues and software updates.
- Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs
- May perform other duties as assigned (training, case reviews, customer meetings)
What You’ll Bring
- EDUCATION: Bachelors’ degree in Computer Science or Information Systems desired
- · CERTIFICATIONS: Technical Training or Certificate Program, preferred
- · EXPERIENCE: 2+ years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 2-5 years’ experience in a technical customer service role, preferred.
- A keen analytical mind and advanced problem-solving skills coupled with a commitment to extraordinary customer experience.
- Excellent verbal and written communication skills.
- Excellent customer service skills and a positive attitude.
- A passion for technology.
- Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLAs and deadlines.
- Display strong teamwork and interpersonal skills.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.