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.

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.

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.