Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- As a Tier 1 Support Analyst, provide troubleshooting and support for Keyloop products to ensure client satisfaction. Collaborate with a global team to resolve customer issues efficiently and effectively.
Responsibilities
- Own and progress cases to resolution using available resources and by expanding your own knowledge.
- Escalate cases in a timely manner when appropriate.
- Respond to customers with empathy, address their needs, and acknowledge their operational pressures and deadlines.
- Communicate with team members, other departments, and management to quickly resolve customer issues.
- Document solutions and produce written guidance on resolution steps and procedures.
- Be passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset; work closely with management to raise personal skill and competency levels.
- Demonstrate self-motivation and initiative to facilitate your investigation processes and career development.
- Coach and mentor colleagues effectively to accelerate case resolution and improve knowledge levels within support.
- Ensure root cause analysis is performed when necessary.
- Identify training gaps in our knowledge resources and recommend areas for improvement.
- Actively contribute to case-reduction initiatives.
Requirements
- Understanding of and familiarity with basic accounting terms and concepts.
- Ability to plan and prioritize workload effectively to meet deadlines.
- Expertise in or knowledge of a specified Keyloop product/module.
- Investigation, analytical, problem-solving, and troubleshooting skills.
- Excellent communication skills, including phone, virtual methods, written, and verbal expression in both French and English.
- Awareness of and understanding customer expectations.
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
- Able to clearly articulate complex issues, questions, and accounting concepts in simple terms.
Benefits
- An inclusive environment to thrive: We are committed to fostering a workplace that is inclusive and respectful of all aspects of diversity.
- Be rewarded for your efforts: We believe in performance-based compensation. Our employee benefits are designed to attract top talent and support professional growth within a collaborative culture.
Job title
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Degree requirement
No Education Requirement
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