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The Role
We are seeking a highly skilled and experienced Associate Technical Support Specialist to join our team at Solera Corporation. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers and partners.
Key Responsibilities
- Develop and maintain in-depth product knowledge to provide expert-level support to customers.
- Collaborate with cross-functional teams to resolve complex technical issues and improve overall customer experience.
- Manage and resolve escalated tickets in a timely and professional manner.
- Utilize Salesforce and Multipoint to effectively manage customer information and interactions.
- Troubleshoot and escalate technical support inquiries and requests in Jira.
- Validate customer satisfaction and identify opportunities for improvement.
- Communicate effectively with customers to ensure their needs are met and exceeded.
- Work flexible hours, including weekends and evenings, as needed.
- Establish strong relationships with customers to ensure their continued value and success.
- Meet and exceed customer-success metrics and data as directed.
Requirements
- 2+ years of IT-related customer service experience.
- 1+ years of Salesforce experience.
- Experience with Office 365 products and web-based iOS and Android apps.
- Excellent written and verbal communication skills.
- Strong organizational and interpersonal skills.
- Ability to work in a fast-paced, agile environment.
- Technical aptitude and problem-solving skills.
