Tier 1 Support Analyst - Aftersales

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

They will also assist colleagues and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (customer, peers, and managers) in order to achieve our departmental and company strategy.

This role requires someone who is resourceful and well organised, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence.

Key Duties & Responsibilities

• Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop
• Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.
• Communicating and collaborating 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 through the creation and maintenance of knowledge articles
• Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development of knowledge within support
• Ensuring root cause analysis is carried out where necessary
• Identify training gaps in our knowledge media and recommend areas for improvement
• Actively contribute to case reduction initiatives by identifying opportunities within our customer base and through promotion within our teams.
  
  
  

Skills / Knowledge & Experience

• Understanding and familiarity with accounting terms and concepts
• Ability to efficiently plan and prioritise workload to meet deadlines
• Expertise or knowledge relating to a specified Keyloop product / module
• Investigation, analytical, problem solving and trouble shooting skills
• Excellent communication skills – both verbal and written in both French and English
• Knowledge and understanding of customer expectations
• Ability to influence and overcome objections and de-escalate potentially critical customer situations
• Ability to interact with multiple levels of Keyloop customers and internal partners
• Ability to explain complex problems, issues and accounting concepts in simple terms
  
  
  

Essential Skills

• Bilingual in French and English
• Accounting experience
• Experience in dealing with customers across a variety of channels and with high level of professionalism
  
  
  

Desirable Skills

• Understanding of the automotive industry
• Experience with Keyloop Serti DMS
  
  
  

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.