SR IT Support Specialist-Customer

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 Senior IT Suppot Specialist 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 Senior IT Support Specialist.

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. Interface with customer IT teams pre- and post-sales to provide guidance and expertise
2. Ensure the installation and support teams have the tools needed for installation
3. Scheduling, tracking and managing support resources for customer projects

• Interface with customer IT teams pre- and post-sales to provide guidance and expertise concerning best methods of integration of SMS applications into their existing networks.
• Ensure that the installation and support teams have the software, systems and technologies to perform initial evaluation and installation, maintenance and upgrades of SMS software on customer computers.
• Scheduling, tracking and managing support resources for customer projects.
• Coordinate the setup of customer virtual hosting environments.
• Assist with customer service issues and answer customer questions.

Additional responsibilities of the role include:

The Customer IT Support Specialist will be responsible for supporting Solera’s Shop Management Software applications installed on customer’s networks or within their hosted environments. The Customer IT Support Specialist leads the install team responsible for ensuring new users of SMS applications have a smooth onboarding process. The majority of customer installations will be accomplished remotely through desktop sharing software and other similar technologies. Each installation will be a multi-step process and will involve various members of the install team. During the installation process the customer’s computer(s) will be evaluated remotely, SMS software will be installed, existing data files will be converted and installed in the new system and the customer will receive several sessions of training.

The Customer IT Support Specialist will provide technical support for software and technologies the install team uses to evaluate the SMS customers’ on-site business computer(s) through remote access. This individual is also responsible for the scheduling and tracking of customer projects including assignment of support resources to the projects. The Customer IT Support Specialist will work with the customer’s IT team to optimized SMS application performance on their networks.

Are You Qualified?

The successful candidate will have the following experiences, characteristics and competencies:

This individual is an IT professional with a working knowledge of database management, different operating systems and different programming languages. The candidate will have experience working in a customer service environment supporting PC based software and platforms. The desired candidate will have performed software downloads and PC configuring via remote access with various industry standard tools. Experience with automotive shop management systems, customer data record conversions and basic accounting systems is highly desirable. The successful candidate will have experience in the following areas:

• Knowledge of shop management software or similar point-of-sale business software.
• Strong experience in operations of operating systems developed by Microsoft such as Windows XP, Windows 7, Windows 8, Windows 10.  
• Demonstrated ability to work cross-functionally and communicate effectively with other parts of the business.
• Hands-on experience supporting Enterprise MySQL: versions: MySQL 5.5+.
• Ability to schedule, track and manage customer installation projects.
• Complex problem solving.

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.