AI-Driven Tier 1 Tech Support Specialist

Keyloop; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Keyloop is a global software provider enabling car dealers and manufacturers to transform digitally. This Tier 1 Support Analyst will own, diagnose and resolve customer issues, communicating across a global team to meet service objectives.

You will document steps, share knowledge, and continuously improve tools and processes while maintaining a customer-first mindset and high professional standards.

Qualifications

• Familiarity with accounting terms and concepts.
• Ability to plan and prioritise workload to meet deadlines.
• Knowledge of a specified Keyloop product/module.
• Strong investigative, analytical and problem-solving skills.
• Excellent verbal and written communication.
• Understanding of customer expectations.
• Ability to influence and de-escalate difficult situations.
• Ability to engage with multiple levels of customers and partners.
• Ability to explain complex accounting concepts simply.

Responsibilities

• Take end-to-end responsibility for the resolution of key cases, owning customer engagement, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
• Respond with empathy to customers, addressing their needs and deadlines.
• Be familiar with customers’ configuration, business model and key stakeholders.
• Collaborate with team members and management to deliver timely resolution of customer issues.
• Document solutions and produce written guidance and knowledge articles.
• Grow product knowledge and skills, including AI tools, with management support.
• Identify training gaps and contribute to knowledge media improvements.
• Support case reduction initiatives by identifying opportunities within the customer base.

Skills

Accounting terms

Prioritisation

Keyloop product knowledge

Investigation & problem solving

Communication skills

Customer expectations understanding

Influence & de-escalation

Stakeholder interaction

Explain accounting concepts simply

Job description

Keyloop is a global software provider enabling car dealers and manufacturers to transform digitally. This Tier 1 Support Analyst will own, diagnose and resolve customer issues, communicating across a global team to meet service objectives.

You will document steps, share knowledge, and continuously improve tools and processes while maintaining a customer-first mindset and high professional standards.