Job Description

NA Job Title/Location 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 visitsolera.com. The Role Customer Support Specialist QA. What You\'ll Do Diagnose and troubleshoot technical issues through SmartDrive procedures. Responsible to monitor the incoming Calls and emails and handle customer requests within the prescribed SLA Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FCR, Customer Satisfaction, etc.) Being compliant with SmartDrive Policies, processes and procedures regarding Case handling, installations, escalations etc. Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision To keep customers up to date with progress and to liaise with team members and management in an appropriate manner Able to multi-task, switch between tasks quickly handle calls, emails etc Take ownership and control of an issue and ask supervisor or SME assistance as needed to continuously improve the support service and maintain a high level of customer satisfaction tickets, prioritize tasks, server monitoring Manage all assigned tasks and solve problems in a timely manner Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution. What You\'ll Bring BTech or BE (preferably with Mechanical or Electronics or computers stream). 1-4 years of experience in the tech support background in IT or ITES/Technical/product support Experience in virtual troubleshooting in Telematics/Automotive would be a plus. Effective verbal (neutral accent) & written communication skills along with active listening skills Interpersonal skills - empathy, adaptability, teamwork Excellent customer service skills that build high levels of customer satisfaction. Ability to multi-task, set priorities and manage time effectively Ability to handle technology and technology change and upgradation. Strong troubleshooting/root cause isolation skills Demonstrate logical thinking, creative problem-solving approach and strong analytical skills. Understanding of CRM applications as Salesforce, ServiceNow etc would be an added advantage Experience in Hardware, Telematics and/or SQL, Splunk and other technical skills would be an added advantage

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