The Role
The Product Support Analyst resolves customer issues by troubleshooting, diagnosing problems, and ensuring timely escalation and communication within the team and with customers.
Summary Generated by Built In
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?
Purpose of role:
Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Product Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.
Our Product 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 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:
- Owning and progressing cases through to resolution by utilising 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 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.
- 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 & Experience
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Expertise or knowledge relating to a specified Keyloop product / module.
- Investigation, analytical, problem solving and trouble shooting skills.
- Excellent communication skills, including telephone, virtual methods, written, and verbal skills in Dutch and English language.
- Able to articulate simply complex problems or issues.
- Knowledge and understanding of customer expectations.
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
Qualifications required
- Experience of working with customers
- ERP Application support
- Experience of supporting customers to a high level of performance, productivity and customer satisfaction
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 organisation 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.
Top Skills
Erp Applications
Support Tools
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The Company
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
