• Technical Support Representative

    Job Locations US-MI-Ann Arbor
    Type
    Regular Full-Time
  • Mission

    Technical Support Representative

     

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com.

     

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability). We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits. The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

     

     

    Are You Uncommon? 

    We’re on the hunt for an experienced Technicial Support Representative who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed.  You will serve as the Technical Support Representative.

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what our volunteers are responsible for – their mission.  The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission.  The mission 80’s for this role, are:

    1. Deliver timely support to Hollander customers
    2. Deliver quality support to Hollander customers
    3. Contribute to building support infrastructure

    Additional responsibilities of the role include:

    • To provide technical support with the software our customers use to succeed in purchasing end of life vehicles confidently, identify and inventory all parts of value, use data to operate efficiently and make better decisions, and help them sell them through all channels of demand.
    • Deliver timely support to Hollander customersAchieve a minimum 80% service level for customers calling for support
    • Achieve an average of 0:16:45 talk plus wrap time or less
    • Achieve a First Request Resolution score of 80%
    • Deliver quality support to Hollander customersAchieve customer survey scores of 92% or above
    • Achieve a service quality observation score of 85% or above
    • Contribute to building support infrastructure
    • Accurately documenting all client interactions in approved CRM
    • Contribute to building and maintaining our issue knowledge-base

    Qualifications

    Are You Qualified?

    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

    • The requirements listed are representative of the knowledge, skill, and/or ability required.

    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Our Space

     

    We believe that offices should be destinations where people want to be… places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera’s work environments are intersections of the old and the new… of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration.

     

    We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy.  This wellness plan is our commitment to healthy living, which spans across our office environments.

     

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