Job Description

Purpose of role:

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

Our Product Support Analyst Level 2 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

Progress cases through to resolution by utilising available resources and expanding own knowledge.

• Escalating a case in good time.
• Responding with empathy to customers, dealing with 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 pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, and working closely with management to increase the level of personal skills and competence.
• Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience.
• Self-Motivation & initiative to aid your investigation process and career development.
• Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support (across multiple geographic locations).
• 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.

Key Results Indicators & Measures of success

Key Results Indicators

Customer Satisfaction

Service Responsiveness, productivity and time to resolution to agreed standards.

Demonstrable contribution to continual improvement of support processes and practices.

Measure of success

Achievement of Departmental Objectives

Evidence

Skills / Knowledge & Experience

• Ability to efficiently plan and prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product / module.
• High level of investigation, analytical, problem solving and trouble shooting skills.
• Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• Able to articulate simply complex problems or issues.
• Knowledge and understanding of customer expectations.
• Coaching and mentoring skills.
• Ability to influence and overcome objections.
• Ability to interact with all levels of Keyloop customers and associates.

Qualifications

Essential

• Good standard of education.
• 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 specialism in one business or technical area (front office, back office, accounts, HSP, networks etc.)
• Bachelor’s Degree in Computer Science (or equivalent)