Support Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.   We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?    

Duties and Responsibilities:

• Respond to customer queries via phone, email, or chat, ensuring accurate logging and categorisation of incidents. 

• Troubleshoot and resolve basic technical issues, escalating complex problems to Tier 2 or specialist teams. 

• Maintain detailed documentation of all interactions and resolutions in the ticketing system. 

• Collaborate with cross-functional teams to ensure timely resolution of customer issues. 

• Contribute to the knowledge base by documenting solutions and updating support materials. 

• Participate in team meetings and training sessions to stay current with product updates and support procedures. 

• Demonstrate empathy and professionalism in all customer interactions, maintaining high satisfaction levels. 

Job Description:

Nature of work completed in the job:  

  Contribution Level:  

• The Tier 1 Support Analyst is the first point of contact for customers and internal users requiring technical assistance. This role is pivotal in ensuring service excellence by providing timely, empathetic, and effective support. The analyst is responsible for logging, diagnosing, and resolving incidents or escalating them appropriately. The role demands strong communication, analytical thinking, and a customer-first mindset to uphold Keyloop’s commitment to operational excellence and customer satisfaction.  

Knowledge and Experience:

Knowledge 

  Level of knowledge of principles, concepts within speciality area and company business: 

• Solid understanding of IT support principles and customer service best practices. 

• Familiarity with Keyloop’s product suite and internal systems is advantageous. 

• Awareness of the broader business impact of support services, including how timely resolution contributes to customer retention and operational efficiency. 

• Ability to interpret and apply standard procedures and escalate deviations appropriately. 

  Role in project management and/or development of procedure and processes: 

• Contributes to continuous improvement by identifying recurring issues and suggesting process enhancements. 

  Supervision / Leadership 

  Nature of guidance received: 

• Works under general supervision with clear objectives and defined procedures. 

• Receives guidance from the Product Support Manager or Team Leader on complex or unfamiliar issues. 

  Nature of influence on people, project, processes, strategy: 

• May mentor new starters or provide informal guidance to peers on tools and processes. 

• Influences customer satisfaction and internal team efficiency through quality of service and collaboration.

Skills and Abilities:

Problem Solving 

  Nature of problems solved and decisions made:  

• Applies logical thinking and diagnostic skills to resolve routine technical issues. 

• Uses available resources (knowledge base, peer support, documentation) to troubleshoot effectively. 

• Makes decisions within defined parameters; escalates when necessary. 

    Nature of influence on people, project, processes, strategy: 

• Contributes to process improvement by identifying inefficiencies or gaps in documentation. 

  Relationship Focus 

  Nature and level of contact within/outside the organization: 

• Maintains regular contact with internal teams (Product, Engineering, Customer Success) to coordinate issue resolution. 

• Builds rapport with customers by demonstrating understanding, patience, and responsiveness. 

• Participates in cross-functional initiatives to improve service delivery and customer experience. 

• Represents the support function in a professional manner, reinforcing Keyloop’s brand values. 

Why join us? We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.   An inclusive environment to thrive We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.   Be rewarded for your efforts We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.   Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.   We are also an equal opportunity employer committed to building a diverse and inclusive workforce.  We value diversity and encourage candidates of all backgrounds to apply.   "At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."