Autoline Aftersales Support Analyst

keyloophol; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global technology company in Johannesburg is seeking a Product Support Analyst responsible for troubleshooting and resolving customer issues. This role requires excellent communication skills, resourcefulness, and a commitment to service excellence. Candidates should have customer service experience and familiarity with ERP applications. Join the team and contribute to achieving strategic growth and profitability.

Benefits

Training and development opportunities

Inclusive work environment

Performance-based pay and benefits

Qualifications

• Experience of supporting customers to a high level of performance, productivity and customer satisfaction.
• Expertise or knowledge relating to specified Keyloop product/module.

Responsibilities

• Owning and progressing cases through to resolution.
• Communicating cooperatively with team members to resolve issues.
• Documenting solutions and producing written guidance.

Skills

Analytical skills

Problem-solving skills

Communication skills

Investigation skills

Customer service experience

Education

Experience of working with customers

ERP Application support or equivalent

Job description

Overview

Purpose of role

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

Our Product Support Analyst 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

• Owning and progressing cases through to resolution by utilising 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 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.
• 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 prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product / module.
• Investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• Able to articulate simply 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.

Qualifications Required

Essential

• Experience of working with customers
• ERP Application support or equivalent
• Experience of supporting customers to a high level of performance, productivity and customer satisfaction

Desirable

• Understanding of the automotive industry and specialism in one business area

Be Rewarded

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.