Technical Support Specialist

1 month ago


Melbourne, Victoria, Australia solera Full time
Job Title: Technical Support Specialist

At Solera, we're looking for a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing high-quality customer service to our clients, troubleshooting and resolving technical issues, and documenting solutions to improve our products.

Key Responsibilities:
  • Troubleshoot and resolve technical issues for customers via phone, email, chat, and web channels
  • Deliver professional and efficient customer service, meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
  • Communicate clearly and effectively with internal and external stakeholders
  • Accurately record all customer contact and outcomes within designated software
  • Escalate calls or cases in a timely and appropriate manner, documenting enhancements to drive continuous improvements
  • Adhere to 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
Requirements:
  • At least 1-2 years' experience in a customer-focused environment, preferably a contact center
  • Experience of working in a technical or software support capacity would be ideal
  • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)
  • IT qualifications/degree educated would be an advantage but are not essential
  • Analytical and naturally inquisitive with good questioning skills and good attention to detail
  • Able to communicate well and build rapport with people at various levels of a business
  • A desire to go the extra mile for customers and take personal responsibility for resolving issues
  • Fluent language skills in the relevant location and a high level of English. Additional language is a plus
  • High learning agility and ability to apply knowledge learned
  • Automotive and/or insurance experience is beneficial but not essential

We're an equal opportunities employer and welcome applications from all qualified candidates. If you're passionate about delivering high-quality customer service and have the skills and experience we're looking for, please apply today.



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