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 Team Lead Technical Support Specialist provides technical assistance to internal and external customers. This High-level specialist should receive very little instructions on routine work; exercises prudent judgment within the defined processes and practices of the department in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware. The Technical Support Specialist should have the ability to communication vertically and horizontally by delivering coaching and reporting.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
- Frequent use and general knowledge of industry practices, techniques, and standards.
- Consistently applies general application of concepts and principles during troubleshooting process
- Develops solutions to a variety of problems of moderate scope and complexity.
- Consistently refers to policies and practices for guidance.Exercises good judgment within defined procedures and practices to determine appropriate action
- Troubleshoots problems by applying technical and customer support skills by ensuring solutions are consistent with department objectives.
- Able to identify software/hardware trends
- Reports Failure Requests with limited guidance and in a timely manner in order to initiate the bug tracking process to Tier 2 · Provide management with comprehensive weekly status reports and situation updates
- Responsible for prioritization, progress and completion of assigned cases, emails and projects.
- Provides additional support if requested or necessary.
- Able to resolve complicated application and sensitive data issues with customers.
- Recommends and implements technical solutions for our customers
- May perform other duties as assigned (training, case reviews, customer meetings)
- Assists customers in configuring and setting up software applications
- Provide external and internal customers on the proper use and behaviors of the mobile platforms and applications related to Omnitracs’ services
- Sets the example for Associate Specialist ensuring department objectives and directives are achieved
- Provides enterprise 24/7 support for all Omnitracs’ products and Services
- Flexible schedule
- Provide Management with weekly status reports
QUALIFICATIONS:
· EDUCATION: Bachelors’ degree in Computer Science or Information Systems desired
· CERTIFICATIONS: Technical Training or Certificate Program, preferred
· EXPERIENCE: 8-12 years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 8-12 years’ experience in a technical customer service role, preferred.
KNOWLEDGE/SKILLS/ABILITIES:
- Working knowledge of hardware Operating systems
- Working knowledge of database concepts and platforms
- Understanding of troubleshooting tools and technologies
- Strong verbal and written skills