Technical Support Representative

Technical Support Representative- Virtual Canada 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 Responsible for handling front line inbound telephone calls and written or internet-based inquiries from customers regarding a wide variety of Audatex and Solera software products, virtually.
Technical Support Representatives will be responsible for supporting all Audatex products, including resolving customer concerns raised during installation, operation, maintenance, product application issues, and OS compatibility issues.
Support includes diagnosing, troubleshooting, repairing, and debugging, as well as software installations.
Based on skill level demonstrated, the Technical Support Representative will be trained to support additional Solera products.
What You’ll Do Provides level one troubleshooting in English and French and resolution to product database issues related to Audatex and Solera software including resolving errors in the application by using SQL code, database manipulation, and database rebuilds in accordance with Service Level Standards (SLS).
Provides level one technical support to both internal and external clients that use, train, or install Audatex and Solera products including but not limited to Field Engineers, Technicians, Clients, Sales Team, Trainers, and Install Specialists.
Accurately assesses the customer's product issue.
Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best approach for resolving the problem.
Research customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
Keeps current on most recent changes and/or upgrades.
Answers general application questions.
Communicates issues clearly and effectively to clients; documents all customer interactions consistently, thoroughly, and free of grammatical errors.
Document’s customer information and recurring technical issues to support product quality programs and product development.
Participates in training programs to continuously improve product knowledge and service skills, as well as contributing to the internal knowledgebase.
Performs all other duties as assigned.
What You’ll Bring Education and Experience High School Degree or equivalent required College or technical degree in Computer Science or equivalent preferred Experience having worked remote/virtual preferred 1-2 years customer service experience in a call center environment 1-2 years or help desk or technical support experience preferred Required Skills and Abilities Bilingual in French and English Knowledge and experience with troubleshooting of Windows Operating systems Ability to install and troubleshoot software Networking experience required Ability to configure, update and support all Internet Browsers Experience with mobile application support preferred Knowledge of Microsoft Office Products Excellent written and oral communication skills WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Expectation of separate work area in the home, quiet and free from any/all distractions Dedicated high-speed internet access – Minimum 1.
5mbps Download and 512kbps Upload required 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.