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.
The Role 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.
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.
What You'll Do Troubleshoot 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.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, and serve as an 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.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.
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