You will be part of Technical Services – providing Tier 3 support for technical and software support cases relating to our technology, which have been escalated by our Support Teams globally. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause.
You will have excellent Technical/Application skills/in-depth Keyloop product knowledge and will be an outstanding communicator, working as part of a team and coaching our Tier 2 Support Analysts throughout Keyloop on case closure.
You will utilize your skills to discover opportunities to reduce or prevent issues from happening and improve customer self-help. This is an excellent role for someone who has thirst to learn and enjoys challenging their own thinking. A flexible approach in terms of embracing new working practices and times is essential.
Roles & Responsibility
Mentoring Tier 2 Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved. ·Analyzing and resolving complex product issues, using analytical, technical, or programming skills
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution
Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.
Create, maintain, and enhance monitoring, alerting, and debugging capabilities.
Ensure effective communication is maintained with necessary stakeholders and support layers, detailing any changes to services or functionality and when these changes are scheduled.
Deputizing in the absence of the Line Manager and Liaising with other Keyloop teams or departments to develop and to maintain high levels of customer service.
Excellent problem-solving skills
Ability to work across global teams and working with different cultures across time zones.
Highly analytical
Excellent written and verbal communication skills
Demonstrable team working experience – working on joint projects or technical problems.
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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
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