Tier 1 Support Analyst - Italian Speaking

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 demonstrate strong verbal and written communication skills and the ability to communicate clearly and efficiently across a global team (customers, peers and managers) in order to support departmental and company objectives. 

This role requires a proactive and organised individual with strong analytical and problem-solving skills, who is able to work effectively as part of a team and is committed to delivering service excellence. 

Key Duties & Responsibilities

• Take responsibility for the end-to-end resolution of support cases, including customer communication, case progression, and internal coordination across technical teams 

• Respond to customers with empathy, understanding their needs, operational pressures and deadlines 

• Develop familiarity with customer configurations, business models and key stakeholders in line with the Experience First approach 

• Communicate and collaborate with team members, other departments and management to support timely issue resolution 

• Document solutions and contribute to the creation and maintenance of knowledge base articles 

• Proactively develop knowledge of the Keyloop product suite and associated tools, working with management to build skills and competence, including the use of AI tools 

• Identify issues, suggest process improvements, and highlight opportunities to improve resolution times and customer experience 

• Demonstrate self-motivation and initiative to support investigation activities and personal development 

• As knowledge and autonomy increase, support colleagues through coaching and knowledge sharing where required 

• Ensure that root cause analysis is carried out when necessary 

• Identify gaps in internal knowledge materials and suggest improvements 

• Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting best practices within the team 

• Demonstrate flexibility in daily activities, adapting to changing priorities aligned with business objectives 
   

Skills / Knowledge & Experience

• Good knowledge of (or familiarity with) Italian accounting principles and tax regulations  

• Ability to effectively plan and prioritise workload to meet deadlines 

• Strong analytical, investigative, problem-solving and troubleshooting skills 

• Excellent verbal and written communication skills 

• Proactive approach to understanding and managing customer expectations 

• Ability to explain complex issues and accounting concepts in simple terms 

• Logical and analytical approach to problem management and resolution 
   

Essential Skills

• Experience in accounting and Italian tax regulations (e.g. e-invoicing, VAT deadlines)  

• Previous experience in issue investigation and analysis 

• Exceptional command of written and spoken Italian, with the ability to communicate with customers clearly, accurately and professionally. 
 

Desirable Skills

• Understanding/experience of working in the automotive industry 

• Experience with AI tools