Technical Support Specialist

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 relation & computer 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 will 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 and 2 technical support to our customers
• Work with the team to enhance our ways of working in process, systems and tools and internal metrics
• Responsible for vehicle information support requests, liaise with our content team about data issues in our local market
• Proficiently use the service desk and CRM software

What You’ll Bring

• Minimum 3 years of experience in a customer support environment
• Bachelor’s degree in IT or Business
• Strong experience in Level 1 and 2 customer focused technical support in meeting SLAs
• Demonstrated experience supporting a broad range of Windows and MAC technologies
• Experience in service desk environments where documenting, monitoring, and resolving issues in a timely manner are important
• Excellent communication skills, strong customer focus and stakeholder management 
• Experience and knowledge of ICT support functions including service desk ticketing and escalations
• Understanding of cloud-based delivery platforms and services such as Microsoft Office 365
• Problem solving skills and the ability to ensure technical problems are managed efficiently and effectively 
• Excellent interpersonal, written, and oral communication skills in Korean, English and/or Mandarin

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.