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Tier 1 Support Analyst - Accounts

1 month, 2 weeks ago
Czech Republic
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Apply Now
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
View All Jobs 14

Description

  • Own end-to-end resolution of key customer cases, including customer engagement, communication, case progression, and internal liaison.
  • Troubleshoot, diagnose, and resolve issues to successful closure, escalating when necessary.
  • Respond to customers with empathy and support them through operational pressures and deadlines.
  • Collaborate with team members, other departments, and management to deliver timely customer issue resolution.
  • Document solutions and create or maintain knowledge articles, resolution steps, and procedures.
  • Acquire and apply knowledge of the Keyloop product suite, associated tools, and AI tools.
  • Recommend process improvements, support tools, and case reduction opportunities to improve resolution times and customer experience.
  • Coach and mentor colleagues to help expedite case resolution and grow team knowledge.
  • Carry out root cause analysis where needed and identify training gaps in knowledge resources.

Requirements

  • Accounting experience.
  • Experience with international and standard accounting.
  • Understanding and familiarity with accounting terms and concepts.
  • Ability to plan and prioritise workload effectively to meet deadlines.
  • High-level investigation, analytical, problem-solving, and troubleshooting skills.
  • Excellent verbal and written communication skills.
  • Experience handling customers across multiple channels with a high level of professionalism.
  • Ability to influence, overcome objections, and de-escalate critical customer situations.
  • Ability to interact with multiple levels of customers and internal partners.
  • Ability to explain complex problems and accounting concepts in simple terms.
  • Expertise or knowledge related to a specified Keyloop product or module is preferred.
  • No academic qualifications are required for this position; experience and potential are valued over credentials.

Benefits

  • Remote work environment.
  • Training and support to try new things, adapt to change, and explore different career paths.
  • Opportunity to collaborate and learn from industry experts around the globe.
  • Performance-based pay and benefits.
  • Inclusive work environment that values diversity.
  • Career development opportunities through investment in learning and growth.
  • Access to AI tools to improve creativity and productivity.
  • Equal opportunity employer committed to building a diverse and inclusive workforce.

Interested in this position?

Apply directly on the company website

Apply Now

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