.Location: SpainRecruiter: Nirmala BKeyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation by creating innovative technology that enhances the car selling and ownership experience.
Our cutting-edge technology links clients' systems, departments, and sites, providing an open technology platform that shapes the industry for the future.
We use data to help clients become more efficient, increase profitability, and deliver exceptional customer experiences.Want to be part of it?Product Support Analyst 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.
This role requires someone who is resourceful and well-organised, with excellent analytical and problem-solving skills, able to work effectively as part of a high-performing team with a passion for 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 proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset.Self-motivation and initiative to aid your investigation process and career development.Effectively coaching and mentoring colleagues to expedite case resolution and enhance knowledge within support.Ensuring root cause analysis is carried out where necessary.Identifying training gaps in our knowledge media and recommending areas for improvement.Actively contributing 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 troubleshooting skills.Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.Able to articulate complex problems or issues simply.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