Tier 1 Support Analyst - Aftersales

Keyloop
Prague
Workplace: HybridFull timeCZK 405,000 - 675,000 annuallyFunction: SalesSkills: ["Communication","Problem-solving","Analytical thinking","Troubleshooting","Prioritization"]

Own and drive the resolution of key aftersales support cases end-to-end, handling customer engagement, communication, case progression, and internal coordination across multiple technical service teams. Respond with empathy, leverage knowledge of customer configurations and business models, and ensure timely escalations when needed. Document solutions and create/maintain knowledge articles, recommend process improvements and support tools, and contribute to case reduction initiatives with strong communication and analytical troubleshooting.

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FursaFursa
Keyloop
Keyloop
1 month ago

Tier 1 Support Analyst - Aftersales

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Own and drive the resolution of key aftersales support cases end-to-end, handling customer engagement, communication, case progression, and internal coordination across multiple technical service teams. Respond with empathy, leverage knowledge of customer configurations and business models, and ensure timely escalations when needed. Document solutions and create/maintain knowledge articles, recommend process improvements and support tools, and contribute to case reduction initiatives with strong communication and analytical troubleshooting.
Location: Prague
Workplace: Hybrid
Employment Type: Full time
Job Function: Sales
Seniority: Entry level

Key Responsibilities

  • •Take end-to-end responsibility for resolving key cases, including customer engagement, communication, case progression, and internal liaison across technical teams.
  • •Troubleshoot, diagnose, and resolve customer problems to successful closure, ensuring timely escalation when necessary.
  • •Respond to customers with empathy, acknowledging operational pressures and deadlines while maintaining service excellence.
  • •Document solutions and create/maintain knowledge articles and written guidance for resolution steps and procedures.
  • •Report issues, recommend process improvements, and help identify support tools to reduce queries and improve resolution times and customer experience.

Pay and Benefits

Salary: CZK 405,000 - 675,000 annually

Key Requirements

  • •Experience dealing with customers across a variety of channels with high professionalism.
  • •Strong analytical, investigative, problem-solving, and troubleshooting skills.
  • •Excellent verbal and written communication skills, including explaining complex problems and accounting concepts simply.
  • •Understanding and familiarity with accounting terms and concepts.
  • •Ability to plan and prioritize workload to meet deadlines and operate with empathy under pressure.
Skills:CommunicationProblem-solvingAnalytical thinkingTroubleshootingPrioritization
Tech Stack:AI tools

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn