Experience Apps Support Analyst

Keyloop
Prague
Workplace: RemoteFull timeCZK 489,465 - 598,235 annuallyFunction: Product ManagementSkills: ["Empathetic communication","Analysis","Problem-solving","Troubleshooting","Time management"]

Own and progress customer support cases to resolution, escalating appropriately and responding with empathy. Triage, investigate, and troubleshoot issues with strong analytical skills, documenting solutions and producing clear written guidance. Collaborate across teams and management to deliver timely outcomes, contribute to case reduction, and perform root-cause analysis. Grow expertise in Keyloop’s product suite and coach colleagues to improve support capability.

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FursaFursa
Keyloop
Keyloop
1 day ago

Experience Apps Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 34 minutes agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Own and progress customer support cases to resolution, escalating appropriately and responding with empathy. Triage, investigate, and troubleshoot issues with strong analytical skills, documenting solutions and producing clear written guidance. Collaborate across teams and management to deliver timely outcomes, contribute to case reduction, and perform root-cause analysis. Grow expertise in Keyloop’s product suite and coach colleagues to improve support capability.
Location: Prague
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own and progress customer cases through to resolution using available resources and expanding product knowledge.
  • •Escalate cases in good time and respond with empathy to customer needs and operational pressures.
  • •Communicate cooperatively with team members, other departments, and management to deliver timely resolution.
  • •Document solutions and produce written guidance on resolution steps and procedures.
  • •Perform root cause analysis as needed, identify training gaps, and contribute to case reduction initiatives.

Pay and Benefits

Salary: CZK 489,465 - 598,235 annually

Key Requirements

  • •Experience working with customers.
  • •ERP application support experience and ability to support customers to high levels of performance, productivity, and satisfaction.
  • •Investigation, analytical, problem-solving, and trouble-shooting skills.
  • •Excellent communication skills across telephone/virtual methods and written and verbal channels, including English.
  • •Ability to articulate complex problems simply and manage workload to meet deadlines.
Skills:Empathetic communicationAnalysisProblem-solvingTroubleshootingTime management
Languages:English
Tech Stack:ERPSQLMicrosoft SQL Server

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