Customer support intern
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
We are looking for …a Customer support Intern who is responsible for handling inbound phone calls, chats & emails. This individual will provide training and technical support for Fleet solutions customers within our unique SaaS platforms. This individual will work closely with cross functional teams to resolve concerns and manage triaged cases to resolution.
What You’ll Do
- Meet call volume standards along with other key performance indicators
- Demonstrate a comprehensive understanding of multiple user-friendly Software Platforms
- Build customer rapport by probing, listening, and offering solutions that resolve customer issues
- Provide prompt, accurate, and friendly customer service, ensuring that customers are supported and valued.
- Document and report on activities and projects in customer relationship management system, Salesforce.com.
- Escalate technical support tickets within Salesforce according to urgency.
- Use a customer-focused, technical-based review process to educate customers about their transaction.
- Engaging in active listening with callers, confirm or clarify information and manage the call following specific technical requirements.
- Maintain a strong work ethic with a total commitment to success every day.
What You’ll Bring
- Strong customer focus—dedicated to meeting the expectations and requirements of customers and acts with customer in mind
- Basic SQL troubleshooting skills – attentive to the details, ask clarifying questions and help problem solve using the tools and resources provided
- Basic Computer Hardware troubleshooting skills
- Critical Thinking skills/Big Picture Mindset
- Dedication to learn our products inside and out so that you can answer the client questions thoroughly