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 seeking a highly motivated and customer-oriented individual to join our team as a Helpdesk Support Representative. As a Helpdesk Support Representative, you will be responsible for providing technical assistance and support to our customers via phone, email, and chat. You will troubleshoot and resolve technical issues, answer inquiries, and provide guidance on our products and services.
What You’ll Do
Provide exceptional customer service by promptly and effectively responding to customer inquiries and technical issues.
Assist customers with troubleshooting technical problems, including software, hardware, and network issues.
Identify and escalate complex or unresolved issues to the appropriate internal teams for further investigation and resolution.
Document and track customer interactions, issues, and resolutions in our Salesforce ticketing system.
Collaborate with cross-functional teams to ensure timely and accurate resolution of customer issues.
Stay up to date with product knowledge, industry trends, and technological advancements to provide accurate and relevant information to customers.
Assist in the development and improvement of support processes and procedures to enhance the overall customer experience.
Provide training and guidance to customers on using our products and services effectively.
Contribute to the knowledge base by creating and updating support articles and documentation.
What You’ll Bring
High school diploma or equivalent; additional technical certifications or degrees are a plus.
Proven experience in a customer support role, preferably in a helpdesk or technical support environment, is a plus.
Strong technical aptitude and ability to troubleshoot and resolve technical issues.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
Exceptional customer service skills with a strong focus on customer satisfaction.
Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
Strong problem-solving and analytical skills.
Proficiency in using helpdesk software and ticketing systems. Familiarity with common operating systems, software applications, and network protocols.
Join our dynamic team and play a vital role in providing excellent customer support.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Solera, LLC. by 2x