Associate Tech Support Specialist

November 8

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Solera Holdings, LLC.

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5001 - 10000

Description

• Provides technical assistance to internal and external customers • Frequent use and general knowledge of industry practices, techniques, and standards • Consistently applies general application of concepts and principles during troubleshooting process • Develops solutions to a variety of problems of moderate scope and complexity • Consistently refers to policies and practices for guidance • Exercises good judgment within defined procedures and practices to determine appropriate action • Troubleshoots problems by applying technical and customer support skills by ensuring solutions are consistent with department objectives • Able to identify software/hardware trends • Reports Failure Requests with limited guidance and in a timely manner in order to initiate the bug tracking process to Tier 2 • Provide management with comprehensive weekly status reports and situation updates • Responsible for prioritization, progress and completion of assigned cases, emails and projects • Provides additional support if requested or necessary • Able to resolve complicated application and sensitive data issues with customers • Recommends and implements technical solutions for our customers • May perform other duties as assigned (training, case reviews, customer meetings) • Assists customers in configuring and setting up software applications • Provide external and internal customers on the proper use and behaviors of the mobile platforms and applications related to Omnitracs’ services • Sets the example for Associate Specialist ensuring department objectives and directives are achieved • Provides enterprise 24/7 support for all Solera products and Services • Flexible schedule

Requirements

• Bachelors’ degree in Computer Science or Information Systems desired • Technical Training or Certificate Program, preferred • 2+ years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 2-5 years’ experience in a technical customer service role, preferred.