Technical Support Specialist

hace 1 semana

Xico, México Solera Corporation A tiempo completo

About the Role

We are seeking an experienced Technical Support Specialist to join our team at Solera Corporation. As a Technical Support Specialist, you will play a critical role in providing exceptional support to our customers and partners.

Key Responsibilities

  • Develop and maintain product expertise while working closely with other support and product team members to provide outstanding support throughout a customer's initial implementation.
  • Support all partners and customers with online and mobile applications.
  • Manage the CRM helpdesk and answer inbound calls & inquiries.
  • Receive, manage, and resolve escalated tickets in a timely manner.
  • Navigate and maintain all customer information in Salesforce and Multipoint.
  • Troubleshoot and escalate technology support inquiries and requests in Jira.
  • Validate that Solera Service Suite has met customers' initial expectations and has had a positive experience with our solutions throughout the support process.
  • Communicate thoughtfully and efficiently in a manner that helps customers move forward and grow the capabilities of the accounts.
  • Be flexible to work extended/flexible hours, including weekends, holidays, evenings, etc., as necessary.
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
  • Maintain existing customer-success metrics and data as directed.
  • Perform other duties as assigned (training, case reviews, customer meetings).

Requirements

  • 2+ years of IT-related customer service experience.
  • 1+ years of Salesforce experience.
  • Experience with Office 365 products (Outlook, Teams, Word, Excel).
  • Experience with web-based iOS and Android apps (technology and computer savvy).
  • Excellent written and verbal communication skills.
  • Excellent organization skills.
  • Excellent interpersonal skills, judgment, and decision-making skills.
  • Comfortable in a high-paced, agile environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Technical aptitude and forensic skills to identify and effectively escalate issues.
  • Exuberate positivity.

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