About the role

Support Analyst at Keyloop providing exceptional service and troubleshooting for clients in the automotive industry. Managing cases and collaborating with a global team to ensure satisfaction and resolution.

Responsibilities

Own and progress cases through to resolution by using available resources and expanding your own knowledge.
Escalate a case in a timely manner.
Respond to customers with empathy, address their needs, and acknowledge their operational pressures and deadlines.
Communicate with team members, other departments and management to resolve customer issues quickly.
Document solutions and produce written guidance on steps and resolution procedures.
Be passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset; work closely with management to increase personal skill levels and capabilities.
Coach and mentor colleagues effectively to accelerate case resolution and improve knowledge levels within support.
Identify training gaps in our knowledge resources and recommend areas for improvement.
Actively contribute to case reduction initiatives.

Ability to plan and prioritize workload effectively to meet deadlines.
Investigation, analytical, problem-solving and troubleshooting skills.
Excellent communication skills, including phone, virtual tools and written communication, in French and English.
Knowledge of and understanding of customer expectations.
Ability to influence and overcome objections.
Experience in car dealerships and/or general knowledge of the automotive industry.
Experience with the Keyloop SERTI product.
Strong customer service skills.
Proficiency with the Microsoft Office suite (Word, Excel, Outlook).