Operate Accounts Support Analyst

Keyloop
South Africa
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Empathy","Communication","Problem-solving","Initiative","Coaching"]

Own the end-to-end resolution of key support cases, including customer engagement, internal liaison across technical teams, and timely escalation. Respond with empathy, troubleshoot and diagnose issues to successful closure, and keep customers and stakeholders informed throughout case progression. Document resolutions, create knowledge articles and guidance, identify training gaps and process improvements, and contribute to case reduction initiatives. Includes coaching colleagues and using AI tools to improve support effectiveness.

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FursaFursa
Keyloop
Keyloop
1 week ago

Operate Accounts Support Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Own the end-to-end resolution of key support cases, including customer engagement, internal liaison across technical teams, and timely escalation. Respond with empathy, troubleshoot and diagnose issues to successful closure, and keep customers and stakeholders informed throughout case progression. Document resolutions, create knowledge articles and guidance, identify training gaps and process improvements, and contribute to case reduction initiatives. Includes coaching colleagues and using AI tools to improve support effectiveness.
Location: South Africa
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Take end-to-end responsibility for resolving key support cases, owning customer engagement and case progression across technical teams.
  • •Troubleshoot, diagnose, and resolve customer issues while ensuring timely escalation when necessary.
  • •Document solutions and create/maintain knowledge articles and written guidance for resolution steps and procedures.
  • •Report issues, recommend process improvements, identify support tools and training gaps to improve resolution times and customer experience.
  • •Conduct root cause analysis when needed and coach/mentor colleagues to expedite case resolution and grow support knowledge.

Key Requirements

  • •Familiarity with accounting terms and concepts, including international and standard accounting.
  • •High-level analytical, problem-solving, and troubleshooting skills to resolve customer issues to closure.
  • •Excellent verbal and written communication skills across global teams (customers, peers, and managers).
  • •Ability to efficiently plan and prioritize workload to meet deadlines.
  • •Expertise or knowledge relating to a specified Keyloop product or module.
Skills:EmpathyCommunicationProblem-solvingInitiativeCoaching
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