Purpose of role
Provision of an excellent support service is critical to the achievement of Keyloop's strategic plans for growth and profitability. Our Product Support Analyst Level 2 will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.
Our Product Support Analyst Level 2 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:
Progress cases through to resolution by utilising available resources and expanding own knowledge.
Escalating a case in good time
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
Communicating cooperatively 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
Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, and working closely with management to increase the level of personal skills and competence
Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience
Self-Motivation & initiative to aid your investigation process and career development
Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support (across multiple geographic locations)
Ensuring root cause analysis is carried out where necessary
Identify training gaps in our knowledge media and recommend areas for improvement
Actively contribute to case reduction initiatives
Key Results Indicators & Measures of success
Key Results Indicators
Customer Satisfaction
Service Responsiveness, productivity and time to resolution to agreed standards.
Demonstrable contribution to continual improvement of support processes and practices.
Measure of success
Achievement of Departmental Objectives
Evidence
Skills / Knowledge & Experience
Ability to efficiently plan and prioritise workload to meet deadlines
Expertise or knowledge relating to a specified Keyloop product / module
High level of investigation, analytical, problem solving and trouble shooting skills
Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English
Able to articulate simply complex problems or issues
Knowledge and understanding of customer expectations
Coaching and mentoring skills
Ability to influence and overcome objections
Ability to interact with all levels of Keyloop customers and associates
Essential
Qualifications
Good standard of education
Experience of working with customers
ERP Application support
Experience of supporting customers to a high level of
performance productivity and customer satisfaction
Desirable
Understanding of the automotive industry and specialism in one business or technical area (front office, back office, accounts, HSP, networks etc.)
Bachelor's Degree in Computer Science (or equivalent)
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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