Tier 2 Support Analyst: AI-Driven Customer Solutions

Keyloop; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Accounting

International Accounting

Customer Interaction

Analytical Thinking

Problem Solving

Communication Skills

De-escalation

Stakeholder Management

Explain Problems

Product Knowledge

Job description

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