Tier 2 Support Analyst - Accounts

Keyloop; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

Keyloop is seeking a Tier 2 Support Analyst in the United States to own and resolve complex cases, communicate clearly with customers, and escalate where needed. You will work with global teams to understand configurations and stakeholder needs, documenting steps and building knowledge resources.

The role emphasizes proactive learning and applying AI tools to improve service quality. The ideal candidate demonstrates strong accounting knowledge, excellent communication, and the ability to

Qualifications

• Familiarity with accounting terms and concepts.
• Ability to plan and prioritise workload to meet deadlines.
• Knowledge of a Keyloop product/module.
• Strong investigative, analytical and troubleshooting skills.
• Excellent verbal and written communication.
• Understanding of customer expectations.
• Ability to influence and de-escalate customer situations.
• Interact with multiple levels of customers and partners.
• Explain complex problems in simple terms.

Responsabilités

• Take end-to-end ownership of key cases and communicate with customers.
• Escalate issues when needed and coordinate with internal teams.
• Familiarize with customer configurations and stakeholders.
• Collaborate with departments to ensure timely resolution.
• Document solutions and maintain knowledge articles.
• Proactively learn Keyloop product suite and tools, including AI tools.
• Identify process improvements to reduce queries.
• Coach colleagues to accelerate case resolution.
• Ensure root cause analysis is performed.
• Identify training gaps and opportunities.
• Contribute to customer satisfaction initiatives.

Connaissances

Accounting

International Accounting

Customer Interaction

Analytical Thinking

Problem Solving

Communication Skills

De-escalation

Stakeholder Management

Explain Problems

Product Knowledge

Description du poste

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?

Purpose of the role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

They will also assist colleagues and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (customer, peers, and managers) in order to achieve our departmental and company strategy.

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

• Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.

• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.

• Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.

• Communicating and collaborating 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 through the creation and maintenance of knowledge articles.

• 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. Including AI tools.

• Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience

• Self-Motivation & initiative to aid your investigation process and career development.

• Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development 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 by identifying opportunities within our customer base and through promotion within our teams.

Skills / Knowledge & Experience

• Understanding and familiarity with accounting terms and concepts

• Ability to efficiently plan and prioritise workload to meet deadlines.

• Expertise or knowledge relating to a specified Keyloop product / module.

• High level of investigation, analytical, problem solving and trouble shooting skills.

• Excellent communication skills – both verbal and written.

• Knowledge and understanding of customer expectations.

• Ability to influence and overcome objections and de-escalate potentially critical customer situations.

• Ability to interact with multiple levels of Keyloop customers and internal partners.

• Ability to explain complex problems, issues and accounting concepts in simple terms

Essential Skills

• Accounting experience
• Experience of International and Standard Accounting.
• Experience in dealing with customers across a variety of channels and with high level of professionalism

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.