Product Support Officer – Melbourne
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 an industry trained automotive technician with customer service skills to help support our large group of Australian and New Zealand clients. Via our service desk they will be responsible for assisting customers with vehicle service, maintenance & diagnostic queries. They may also be required to provide sales/support via phone & email.
What You’ll Do
- Responsible for ensuring the customer support you provide to our customer base is professional, meets set KPIs and ensures we achieve a positive outcome for the customer
- Provide level 1 product support to our customers with a heavy focus on utilizing your automotive experience/skills to provide advice and/or assistance in getting our customer the information they need
- Work with the team to enhance our ways of working in process, systems and tools and internal metrics
What You’ll Bring
- Automotive experience as a Mechanic or Auto Electrician
- Experience in Level 1 focused product support
- Experience in service desk or call center environments where providing information, documenting, and responding to data queries in a timely manner are important
- Excellent communication skills, strong customer focus and stakeholder management
- Excellent interpersonal, written, and oral communication skills
- Strong team player mindset
- Experience in the Auto OEM sector beneficial
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.