Tech Support Agent - Remote US

Who We Are 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 looking for …. a Technical Support Agent who is responsible for handling inbound phone calls, chats & emails. This individual will provide training and technical support to Titletec customers within our unique SaaS platforms. This individual will work closely with cross functional teams to resolve concerns and manage triaged cases to resolution. This position is full-time, remote position, working 40-hours a week (including a 4-hour Saturday shift.) What You’ll Do Meet call volume standards along with other key performance indicators Demonstrate a comprehensive understanding of multiple user-friendly Software Platforms Build customer rapport by probing, listening, and offering solutions that resolve customer issues Provide prompt, accurate, and friendly customer service, ensuring that customers are supported and valued. Document and report on activities and projects in customer relationship management system, Salesforce.com. Work technical support tickets according to urgency in a triage manner. Use a customer-focused, technical-based review process to educate customers about their transaction. Engaging in active listening with callers, confirm or clarify information and manage the call following specific state technical requirements. Maintain a strong work ethic with a total commitment to success every day. What You’ll Bring Strong customer focus—dedicated to meeting the expectations and requirements of customers and acts with customer in mind Basic troubleshooting skills – attentive to the details, ask clarifying questions and help problem solve using the tools and resources provided Critical Thinking skills/Big Picture Mindset Remains calm under pressure and can think and react quickly, especially in times of distress for customers Dedication to learn our products inside and out so that you can answer the client questions thoroughly Ability to work from home in a quiet, designated workspace Willingness to work an EST time zone schedule All other related and/or additional responsibilities that may be required or assigned (prior experience with telephone-based customer service is required) High School diploma or equivalent It is impossible to list every requirement for, or responsibility of, 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. EQUAL OPPORTUNITY EMPLOYER SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES. Solera is the global leader in vehicle lifecycle management software-as-a-service, data, and services. Through four lines of business – vehicle claims, vehicle repairs, vehicle solutions and fleet solutions – Solera is home to many leading brands in the vehicle lifecycle ecosystem, including Identifix, Audatex, DealerSocket, Omnitracs, LoJack, Spireon, eDriving/Mentor, Explore, CAP HPI, Autodata, and others. Solera empowers its customers to succeed in the digital age by providing them with a “one-stop shop” solution that streamlines operations, offers data-driven analytics, and enhances customer engagement, which Solera believes helps customers drive sales, promote customer retention, and improve profit margins. Solera serves over 300,000 global customers and partners in 100 countries. For more information, visit www.solera.com.