Technical Support Specialist

2 weeks ago


Melbourne, Australia Solera Full time

Technical Support Specialist - Melbourne P3

Who We Are

The Role

What You’ll Do
- Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts
- Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
- Communicate clearly and effectively both internally and externally
- Accurately record all customer contact and outcomes within designated software
- Escalate cases in a timely and appropriate manner in line with SLA’s in place, documenting enhancements to drive continuous improvements
- At all times adhere to the working processes and procedures for the department and of Solera
- Contribute to and maintain knowledge base articles and documents
- Take responsibility for all duties relating to compliance procedures, especially data security
- Work with the team to enhance our ways of working in process, systems and tools and internal metrics

What You’ll Bring
- At least 5-7 years’ experience in service desk environments where documenting, monitoring, and resolving issues in a timely manner are important
- Experience of working in a remote technical support capacity essential
- IT qualifications/degree educated essential
- Java experience to assist customers on front end and basic troubleshooting
- Knowledge of PuTTY and RedHat for working in server and Linux environments
- Knowledge of virtualization support methods
- Experience working with Wrecking yards/inventory management is beneficial, but not necessary
- Experience and knowledge of ICT support functions including service desk ticketing and escalations
- Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and CXone)
- Excellent interpersonal, written, and oral communication skills
- Strong team player mindset
- Native level of English language essential
- 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._



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