Technical Support Representative

Technical Support Representative: Providing advanced technical support and customer service for Solera software products with an accent on troubleshooting complex issues and delivering solutions through multiple communication channels. Focus on diagnosing problems, collaborating with product development and IT teams, and maintaining high service standards.

Location: Melbourne, Australia

Company

Solera is a global leader in risk and asset management data and software solutions serving the automotive and insurance industries worldwide.

What you will do

• Troubleshoot and resolve advanced customer issues via phone, email, chat, and web channels
• Collaborate with Product Development and Global IT teams to diagnose and solve problems
• Deliver professional customer service meeting SLA and KPI targets
• Communicate clearly internally and externally
• Accurately document customer interactions and outcomes
• Escalate calls appropriately and contribute to knowledge base maintenance

Requirements

• Location: Must be based in Melbourne, Australia
• 3-4 years experience in customer service, preferably in a contact center
• IT qualifications or degree required
• Experience in technical or software support essential
• Familiarity with Salesforce Service Cloud and Genesys telephony systems
• English: Fluent (C1) required

Nice to have

• Experience in automotive or insurance sectors
• Additional language skills

Culture & Benefits

• Work in a global company with a strong presence in over 90 countries
• Opportunity to work with advanced CRM and telephony technologies
• Focus on high-quality customer service and professional development