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:
• 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
Skills / Knowledge & Experience
• 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
• Experience of working with customers
• ERP Application support
• Experience of supporting customers to a high level of
• Bachelor’s Degree in Computer Science (or equivalent)
Skills Required
- ERP application support experience
- Experience working with customers / customer support
- Proficiency in Japanese and English (written and verbal)
- Knowledge or expertise in a specified Keyloop product/module
- High level investigation, analytical, troubleshooting and problem-solving skills
- Coaching and mentoring skills
- Good standard of education
- Understanding of the automotive industry and technical/business specialism (front office, back office, accounts, HSP, networks)
- Bachelor's Degree in Computer Science or equivalent
What We Do
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
