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.
- 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.
- 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
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.