About Keyloop

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the Role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

They will also assist colleagues and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (customer, peers, and managers) in order to achieve our departmental and company strategy.

This role requires someone who is resourceful and well organised, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence.

Key Duties & 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
Responding 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
Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence. Including AI tools
Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience
Self-Motivation & initiative to aid your investigation process and career development
Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development of knowledge within support
Ensuring root cause analysis is carried out where necessary
Identify training gaps in our knowledge media and recommend areas for improvement
Actively contribute to case reduction initiatives by identifying opportunities within our customer base and through promotion within our teams

Skills / Knowledge & Experience

Understanding and familiarity with accounting terms and concepts
Ability to efficiently plan and prioritise workload to meet deadlines
Expertise or knowledge relating to a specified Keyloop product / module
High level of investigation, analytical, problem solving and trouble shooting skills
Excellent communication skills – both verbal and written
Knowledge and understanding of customer expectations
Ability to influence and overcome objections and de-escalate potentially critical customer situations
Ability to interact with multiple levels of Keyloop customers and internal partners
Ability to explain complex problems, issues and accounting concepts in simple terms

Essential Skills

Accounting experience
Experience of International and Standard Accounting
Experience in dealing with customers across a variety of channels and with high level of professionalism

Why Join Us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An Inclusive Environment to Thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be Rewarded for Your Efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Tier 1 Support Analyst - Accounts