Experience Apps Support Analyst

11 hours, 8 minutes ago
Full-time
Mid Level
Customer and Technical Support
Keyloop

Keyloop

Keyloop is the largest global automotive technology solutions provider, offering future motive technology to enhance the car buying and owning experience. Their comprehensive solutions cover the entire consumer lifecycle, empowering growth through dist...

Automotive
1K-5K

Description

  • Own and progress support cases through resolution using available resources.
  • Troubleshoot issues, conduct root-cause analysis, and escalate cases promptly when needed.
  • Respond empathetically to customers and address their operational needs and deadlines.
  • Collaborate with colleagues, departments, and management to resolve customer issues efficiently.
  • Document solutions and create written guidance for resolution procedures.
  • Develop knowledge of Keyloop products and tools while identifying training gaps and improvement opportunities.
  • Coach and mentor colleagues to improve case resolution and support-team knowledge.
  • Contribute to initiatives that reduce support case volumes.

Requirements

  • Experience working directly with customers.
  • Experience providing ERP application support.
  • Experience supporting customers toward high performance, productivity, and satisfaction.
  • Knowledge of a Keyloop product or module.
  • Strong investigation, analytical, troubleshooting, and problem-solving skills.
  • Excellent written, verbal, telephone, and virtual communication skills in English and the local language.
  • Ability to plan and prioritize workloads to meet deadlines and explain complex issues clearly.
  • Understanding of customer expectations, with the ability to influence and overcome objections.
  • Preferred: Knowledge of the automotive industry and specialization in a business area.
  • Preferred: Microsoft SQL Server and SQL database skills; academic qualifications are not required.

Benefits

  • Training and support for professional development and career progression.
  • Opportunities to collaborate and learn from global industry experts.
  • Performance-based pay and benefits.
  • Inclusive workplace that values diversity and equal opportunity.
  • Encouragement and training to use AI tools to improve creativity and productivity.

Interested in this position?

Apply directly on the company website

Apply Now

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