Technical Support Specialist

1 week ago

Melbourne, Victoria, Australia solera Full time

Job Summary

Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain.

The Role

We are seeking a highly skilled and customer-focused Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing expert technical support to our customers, resolving issues and answering questions related to our software solutions.

Key Responsibilities

  • Troubleshoot and resolve technical issues for customers via phone, email, and chat
  • Provide expert knowledge and advice to customers on our software solutions
  • Deliver high-quality customer service while meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
  • Communicate clearly and effectively with customers and internal stakeholders
  • Accurately record all customer interactions and outcomes within designated software
  • Escalate calls or cases in a timely and appropriate manner, documenting enhancements to drive continuous improvements
  • Contribute to and maintain knowledge base articles and documents
  • Ensure compliance with company procedures and data security protocols

Requirements

  • At least 1-2 years' experience in a customer-facing role, preferably in a technical support capacity
  • Experience working with CRM and telephony systems, preferably Salesforce Service Cloud and Genesys
  • IT qualifications or degree education a plus, but not essential
  • Excellent analytical and questioning skills, with a high level of attention to detail
  • Ability to communicate effectively with customers at various levels of a business
  • Fluent language skills in the relevant location and a high level of English
  • High learning agility and ability to apply knowledge learned

What We Offer

Solera offers a dynamic and supportive work environment, with opportunities for professional growth and development. We are committed to providing our employees with the tools and resources they need to succeed in their roles.

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