HelpDesk Technician - GTS Tier 1 Job Locations US-MI-Ann Arbor Type Regular Full-Time Mission HelpDesk Technician - GTS Tier 1 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 Soleras 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 3Hs: 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 Soleras success and our ability to grow, continuously change, and innovate. Are You Uncommon? Were on the hunt for an experienced HelpDesk Technician - GTS Tier 1 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 HelpDesk Technician - GTS Tier 1. Position 80s What Youll Be Doing At Solera, we believe in providing clarity and focus to what our volunteers are responsible for their mission. The 80s, as we call them at Solera, are the employees priorities associated with their role or mission. The mission 80s for this role, are: Support all partners by answering inbound contacts across multiple avenues (phone, chat, email, etc.) achieving a <= 5% abandoned rate and 80% answered within 30 seconds. Identify and escalate repetitive issues, complicated issues, or business impacting concerns to Tier 2 team members achieving a 75% first call resolution. Answer inbound contacts with effectiveness and efficiency pertaining to products and solutions of GTS Services acheiving a case resolution of 95%. Qualifications Are You Qualified? 2+ years of experience in a computer/tech engineer role Bachelor's or Associates degree in a computer related field Ability to work independently, make decision, and push forward implementations with customers Ability to work in a team environment Strong written and verbal English communications skills 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. Soleras 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.