Tier 1 Support Analyst - Aftersales

Tier 1 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. 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?

The purpose of the role is to provide an excellent support service critical to the achievement of Keyloop's strategic plans for growth and profitability. Our Tier 1 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

Our Tier 1 Support Analyst 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 organized, 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 and responsibilities include:

• 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, 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 proactive 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.
• 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.
• 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.

Skills/knowledge and experience include:

• Ability to efficiently plan and prioritize workload to meet deadlines.
• Investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills, including phone, virtual tools, and written in both French and English.
• Knowledge and understanding of customer expectations.
• Ability to influence and overcome objections.
• Ability to interact with multiple levels of Keyloop customers and associates.
• Ability to explain complex problems and issues in simple terms.
• Automotive dealership experience and/or general knowledge of the automotive industry.
• Customer service skills.
• Experience with the Keyloop SERTI product.
• Experience of Microsoft office suite (Teams, Excel, Outlook).
• Enthusiasm and willingness to learn.

Key skills include:

• Proactive in acquiring knowledge of the Keyloop product suite, absorbing new product information quickly and lead introduction of these changes into the Support function.
• Expert level investigation, analytical problem solving and trouble shooting
• The ability to be self-motivated and use your initiative to aid your investigation process and career development.
• Coaching and mentoring and the ability to train others - working closely with relevant colleagues to increase application knowledge.
• Effective delegation skills.
• Excellent customer service skills.
• Ability to influence and overcome objections.
• Planning workload to meet deadlines.
• Can communicate effectively with all levels (Customer, peers, Managers) to achieve Keyloop's objectives
• Experience of Microsoft office suite (Word, Excel, Outlook)

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 organization 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.