Manager I, Technical Support

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 visit solera.com.

The Role

As the Manager for the Technical Support team you will work closely with the Customer Support Leadership team to achieve organizational and departmental goals. You will be responsible for supervising the Omnitracs Customer Success team team. In this role you must be comfortable using and/or learning new or other communication and automation tools. A great candidate does well with conflict resolution and can thrive in a fast-paced environment. The ideal candidate is goal and detail oriented, dedicated, hard-working, and maintains a positive attitude.

What You’ll Do

• In· Drive customer outcomes and customer experience
• Work closely with cross functional teams to align strategies and SOPs
• Identify common customer challenges and work with the whole team to proactively address them through a variety of mediums and channels; escalate when necessary.
• Ensure department daily, weekly, monthly goals, tasks, and deadlines are met while managing the Customer Success team day to day functions
• Act as an escalation point and liaison for the Customer Success team as well as cross-departmentally
• Address escalated customer issues with speed and urgency
• Provide support and guidance to the Customer Success team to foster individual and team growth
• Work closely with the Business Analyst to assess performance statistics and prepare detailed report findings to share with executive staff and managers
• Ongoing recruiting, Interviewing, and hiring of new employees
• Oversee and evaluate the team’s ongoing performance and training efforts
• Identify opportunities for improving training methods and procedures
• Deliver performance evaluations and follow the disciplinary process according to company policy
• Strong Understanding of Solera- Omnitracs Products

What You’ll Bring

• Bachelor's degree preferred, not required. 
• Holds strong operational skills that will drive organization efficiencies and customer satisfaction
• Strong written and spoken English skills

EXPERIENCE: 8-12 years’ experience of high-level technical support, networking, operating systems or software troubleshooting experience; and/or 8-12 years’ experience in a technical customer service role, preferred.

KNOWLEDGE/SKILLS/ABILITIES:

· Working knowledge of hardware Operating systems

· Working knowledge of database concepts and platforms

· Understanding of troubleshooting tools and technologies

· Strong verbal and written skills

It is impossible to list every requirement for, or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.