Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 1Support 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.
Work hours of 8:30-5:30 UK time (2:00- 11:00pm India)
Take end-to-end responsibility for the resolution of 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
Ensuring root cause analysis is carried out where necessary.
Actively contribute to case reduction initiatives by identifying opportunities within our customer base and through promotion within our teams.
Ability to efficiently plan and prioritise workload to meet deadlines.
Investigation, analytical, problem solving and trouble shooting skills.
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 concepts in simple terms
Well developed customer service skills gained across a variety of channels with a high level of professionalism
Strong communication skills - both written and verbal
Flexibility from a scheduling perspective in order to meet customer demands.
Understanding of the automotive industry
Familiarity with Keyloop products and offerings
Familiarity with Keyloop tools and resources
As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide.
From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey.
Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data.
For more information, please visit www.keyloop.com
