Tier 2 Aftersales Support Analyst at Keyloop

Purpose of role

• 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

• Owning and progressing 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
• 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
• 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

Skills / Knowledge & Experience

• Ability to efficiently plan and prioritise workload to meet deadlines
• Expertise or knowledge relating to a specified Keyloop product / module
• Investigation, analytical, problem solving and trouble shooting skills
• Excellent 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
• Ability to influence and overcome objections
• Ability to interact with multiple levels of Keyloop customers and associates

Qualifications Required

Essential

• Experience of working with customers
• ERP Application support or equivalent
• 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 area