Tier 1 Autoline Accounts Support Analyst

Keyloop; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Keyloop is seeking a customer support professional in the United States to own and resolve cases with empathy and efficiency. You will work with cross-functional teams to deliver timely solutions, document steps, and improve knowledge resources. A strong focus on product understanding and coaching peers is essential.

We value experience and potential over credentials, and offer an inclusive environment and opportunities for growth within the Keyloop product suite.

Qualifications

• Excellent communication skills in English and local language.
• Strong investigative and problem-solving abilities.
• Able to plan and prioritize workload to meet deadlines.
• Wamiliarity with Keyloop product lines is a plus.

Responsibilities

• Owning and progressing cases through to resolution using available resources.
• Escalating cases when necessary and communicating with customers empathetically.
• Collaborating with team members and other departments to deliver timely resolutions.
• Documenting solutions and creating written guidance on resolution steps.
• Continuing product knowledge development and coaching colleagues to improve case handling.
• Identify training gaps and contribute to knowledge media improvements.
• Aim to reduce case volumes through root-cause analysis and proactive support.

Skills

Communication

Analytical thinking

Prioritization

Product knowledge

Team collaboration

Customer empathy

Tools

Keyloop product/module

Job description

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?

Key Duties & Responsibilities

• Owning and progressing cases through to resolution by utilizing 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 proactive 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 prioritize workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product/module.
• Investigation, analytical, problem-solving, and troubleshooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• Able to articulate simple 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.

Keyloop doesn’t require academic studies 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.

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."