Tier 1 Support Analyst - Aftersales

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

Key Responsibilities

• Provide support for Parts and Service processes, including inventory, pricing, stock updates, workshop scheduling, repair orders and related dealership operations.
• Log, prioritise, investigate and manage assigned support cases from receipt through to resolution, workaround or escalation.
• Gather and document clear diagnostic information, including user impact, steps taken, expected and actual outcomes, errors and relevant evidence.
• Investigate system configuration, data, access, process, interface and product-related issues using available support tools, case history and knowledge resources.
• Provide practical customer guidance in clear, user-friendly language and keep customers informed throughout the case lifecycle.
• Support approved third-party, OEM and partner integrations by reviewing transactions, interface failures, file transfers, alerts and exceptions where required.
• Co-ordinate with customers, third parties and internal teams to progress complex or high-impact issues, ensuring escalations are clear, evidence-based and timely.
• Assist with approved price-file imports, stock-file updates and validation, while ensuring customer approval, accurate records and risk escalation where needed.
• Maintain structured case notes, confirm outcomes with customers before closure and record reusable resolution details to support future knowledge sharing.
• Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting improvements within support teams.

Skills, Knowledge & Experience

• Understanding and familiarity with stock management processes or the automotive industry.
• Ability to efficiently plan and prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product or module.
• High level of investigation, analytical, problem-solving and troubleshooting skills.
• Excellent communication skills, both verbal and written.
• Knowledge and understanding of customer expectations.
• Ability to influence, 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 accounting concepts in simple terms.
• Experience in dealing with customers across a variety of channels with a high level of professionalism.