About the role

Tier 1 Support Analyst resolving dealership software issues for Keyloop’s automotive technology platform. Managing escalations, documenting solutions, and supporting customers in French and English.

Responsibilities

Own and progress support cases through to successful resolution using available resources
Troubleshoot, investigate, diagnose, and resolve customer problems
Escalate cases in a timely manner when necessary
Respond empathetically to customers and address their operational needs and deadlines
Communicate with team members, other departments, and management to resolve customer issues
Document solutions and produce written resolution guidance and procedures
Acquire knowledge of the Keyloop product suite and associated tools
Coach and mentor colleagues to accelerate case resolution and improve support knowledge
Perform root-cause analysis when required
Identify training gaps in knowledge materials and recommend improvements
Contribute to case-reduction initiatives

Ability to plan and prioritize workload effectively to meet deadlines
Investigation, analytical, problem-solving, and troubleshooting skills
Excellent verbal and written communication skills in French and English, including phone and virtual communication tools
Knowledge and understanding of customer expectations
Ability to influence and overcome objections
Ability to interact with multiple levels of Keyloop customers and associates
Ability to explain complex problems and issues in simple terms
Automotive dealership experience and/or general knowledge of the automotive industry
Strong customer service skills
Experience with the Keyloop SERTI product
Experience with Microsoft Office suite, including Word, Excel, Outlook, and Teams
Enthusiasm and willingness to learn
Resourceful, well-organized, self-motivated, and able to use initiative
Ability to work effectively within a high-performing team