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Tier 2 Support Analyst - Accounts

South Africa · remote · Salary not listed

Role overview

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 the role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 2 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 Duties & Responsibilities

Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
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.

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Tier 2 Support Analyst - Accounts

Role overview

Purpose of the role

Key Duties & Responsibilities

Skills / Knowledge & Experience

Essential Skills

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