Support Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers, and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation by creating innovative technology that enhances the car-selling experience for customers and improves the buying and owning experience for theirs.

We use cutting-edge technology to integrate our clients’ systems, departments, and sites, providing an open technology platform shaping the industry’s future. We leverage data to help clients become more efficient, increase profitability, and deliver exceptional customer experiences.

Want to be part of it?

Purpose of Role:

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing, and resolving problems to successful closure, ensuring timely escalation where necessary.

The Support Analyst will also assist colleagues and must demonstrate outstanding verbal and written communication skills. They should be able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) to achieve departmental and company strategy.

This role requires someone who is resourceful, well-organized, and possesses excellent analytical and problem-solving skills. The ideal candidate will work effectively as part of a high-performing team, with a passion and commitment to providing service excellence.

Key Duties & Responsibilities:

• Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.
• Escalating a case in good time.
• Responding with empathy to customers, addressing their needs, and acknowledging their operational pressures and deadlines.
• Communicating cooperatively with team members, other departments, and management to deliver timely resolution of customer issues.
• Documenting solutions and producing written guidance on resolution steps and procedures.
• Being passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, working closely with management to increase personal skills and competence.
• Self-motivation and initiative to aid investigation processes and career development.
• Effectively coaching and mentoring colleagues to expedite case resolution and enhance knowledge within support.
• Ensuring root cause analysis is carried out where necessary.
• Identifying training gaps in our knowledge media and recommending areas for improvement.
• Actively contributing to case reduction initiatives.

Skills / Knowledge & Experience:

• Ability to efficiently plan and prioritize workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product/module.
• Investigation, analytical, problem-solving, and troubleshooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• Able to articulate complex problems or issues simply.
• Knowledge and understanding of customer expectations.
• Ability to influence and overcome objections.
• Ability to interact with multiple levels of Keyloop customers and associates.

Qualifications Required:

• Essential:
• Experience of working with customers.
• ERP Application support.
• Experience of supporting customers to a high level of performance, productivity, and customer satisfaction.
• Desirable:
• Understanding of the automotive industry and specialization in one business area.
• Microsoft SQL Server and SQL database skills.