Technical Support Lead (P3 or P4), Melbourne, Australia
Who We Are
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. Solera's solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and machine learning that deliver insight and ensure customers' vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.
The Role
Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.
We need people who are passionate about leading a team to deliver high quality technical support and customer service through a variety of interactions including email, phone, chat, etc. A good communicator able to question and listen effectively will trouble shoot and diagnose the customers’ issues to help them get back to business as soon as possible and will document the solutions to ensure continuous improvements for our products.
This role is crucial to our customers and is targeted at finding the right solutions to complex, second level product support problems while delivering high quality customer service using modern Customer Relationship Management (CRM) and telephony technology.
What You’ll Do
• Trouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channels
• 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 calls or 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
• Facilitate onboarding and ongoing training for all service desk agents. escalation point for first line issues.
What You’ll Bring
• At least 2-4 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact center
• Experience of working in a technical or software support capacity essential
• Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)
• IT qualifications/degree educated essential, bachelor's degree in computer science or a related field is required
• Automotive or insurance experience is valued
• 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
It is impossible to list every requirement for, or responsibility for, 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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