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Tier 2 Support Analyst - Accounts

5 hours, 26 minutes ago
South Africa
Full-time
Junior
Accountant
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 19

Description

  • Own end-to-end resolution of key support cases, including customer engagement, case progression, and internal coordination.
  • Troubleshoot, diagnose, and resolve customer problems through to successful closure, escalating issues when needed.
  • Respond to customers with empathy and manage expectations around operational pressures and deadlines.
  • Collaborate with team members, other departments, and management to deliver timely customer issue resolution.
  • Document solutions and maintain knowledge articles, written guidance, and resolution procedures.
  • Build knowledge of the Keyloop product suite, associated tools, and AI tools to improve support effectiveness.
  • Recommend process improvements, support tools, and case reduction initiatives to improve resolution times and customer experience.
  • Coach and mentor colleagues to speed up case resolution and strengthen team knowledge.
  • Perform root cause analysis where necessary and identify gaps in knowledge content or training.

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.
  • Experience of working with customers across multiple channels with a high level of professionalism.
  • Strong investigation, analytical, problem-solving, and troubleshooting skills.
  • Excellent verbal and written communication skills.
  • Ability to influence, overcome objections, and de-escalate critical customer situations.
  • Ability to interact with customers and internal partners at multiple levels.
  • Knowledge or expertise in a specified Keyloop product or module is preferred.
  • Ability to explain complex problems and accounting concepts in simple terms.
  • Academic qualifications are not required; selection is based on experience and potential.

Benefits

  • Remote work arrangement.
  • Training and support to try new things, adapt quickly, and explore different career paths.
  • Opportunity to collaborate and learn from industry experts around the world.
  • Work with game-changing products and services.
  • Inclusive and diverse work environment.
  • Performance-based pay and benefits.
  • Investment in employee development and career progression.
  • Access to company AI tools, with training provided to use them for creativity and productivity.

Interested in this position?

Apply directly on the company website

Apply Now

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