Keyloop

1 month ago

Tier 2 Support Analyst - Accounts

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide end-to-end Tier 2 support for Keyloop’s accounts, owning case resolution, engaging with customers and internal teams, and delivering timely solutions. Leverage knowledge articles, document processes, mentor colleagues, and use AI tools to continuously improve support quality and reduce case volume.

Location: South Africa

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Key Responsibilities

•Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
•Respond with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
•Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.
•Communicating and collaborating 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 through the creation and maintenance of knowledge articles.

Key Requirements

•Experience in customer-facing roles with end-to-end case resolution and cross-team collaboration
•Strong verbal and written communication skills with empathy for customer needs
•Familiarity with customer configurations, business models and key stakeholders
•Ability to document solutions and create knowledge articles; maintain knowledge bases
•Self-motivated with initiative to learn, improve skills and utilise AI tools for support

Experience:Automotive softwareSaaS

Skills:CommunicationEmpathyProblem-solvingTeamworkAnalytical thinking

Languages:English

Tech Stack:AI toolsKnowledge management

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

Website LinkedIn

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Keyloop

1 month ago

Tier 2 Support Analyst - Accounts

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: South Africa

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Key Responsibilities

•Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
•Respond with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
•Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.
•Communicating and collaborating 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 through the creation and maintenance of knowledge articles.

Key Requirements

•Experience in customer-facing roles with end-to-end case resolution and cross-team collaboration
•Strong verbal and written communication skills with empathy for customer needs
•Familiarity with customer configurations, business models and key stakeholders
•Ability to document solutions and create knowledge articles; maintain knowledge bases
•Self-motivated with initiative to learn, improve skills and utilise AI tools for support

Experience:Automotive softwareSaaS

Skills:CommunicationEmpathyProblem-solvingTeamworkAnalytical thinking

Languages:English

Tech Stack:AI toolsKnowledge management

Company Brief

Keyloop

Industry: Automotive

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Belfast, United Kingdom

Founded: 2018

Website LinkedIn