Supply and Demand Support Analyst - Keyloop Leads

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 1 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. 

Work hours of 8:30-5:30 UK time (2:00- 11:00pm India)

Key Duties & Responsibilities

• 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.  

Skills / Knowledge & Experience

• 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 

Essential Skills

• 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. 

Desirable Skills

• Understanding of the automotive industry  

• Familiarity with Keyloop products and offerings 

• Familiarity with Keyloop tools and resources