Supply and Demand Support Analyst

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 1 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 cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
• 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.
• Ensuring root cause analysis is carried out where necessary.
• Actively contribute to case reduction initiatives by identifying opportunities within our customer base and through promotion within our teams.

Skills / Knowledge & Experience

• Ability to efficiently plan and prioritise workload to meet deadlines.
• Investigation, analytical, problem solving and trouble shooting skills.
• 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 concepts in simple terms

Essential Skills

• Well developed customer service skills gained across a variety of channels with a high level of professionalism
• Strong communication skills - both written and verbal
• Flexibility from a scheduling perspective in order to meet customer demands.

Desirable Skills

• Understanding of the automotive industry
• Familiarity with Keyloop products and offerings
• Familiarity with Keyloop tools and resources

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."