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Praha, Česko
Onsite
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 customer issues within the Sales and CRM modules of our Dealer Management System (DMS) to successful closure, whilst ensuring timely escalation where necessary.
They will demonstrate strong verbal and written communication skills and the ability to communicate clearly and efficiently across a global team (customers, peers and managers) in order to support departmental and company objectives.
This role requires a proactive and organised individual with strong analytical and problem-solving skills, who is able to work effectively as part of a team and is committed to delivering service excellence.
Take responsibility for the end-to-end resolution of support cases, including customer communication, case progression, and internal coordination across technical teams
Respond to customers with empathy, understanding their needs, operational pressures and deadlines
Develop familiarity with customer configurations, business models and key stakeholders in line with the Experience First approach
Communicate and collaborate with team members, other departments and management to support timely issue resolution
Document solutions and contribute to the creation and maintenance of knowledge base articles
Proactively develop knowledge of the Keyloop product suite and associated tools, working with management to build skills and competence, including the use of AI tools
Identify issues, suggest process improvements, and highlight opportunities to improve resolution times and customer experience
Demonstrate self-motivation and initiative to support investigation activities and personal development
As knowledge and autonomy increase, support colleagues through coaching and knowledge sharing where required
Ensure that root cause analysis is carried out when necessary
Identify gaps in internal knowledge materials and suggest improvements
Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting best practices within the team
Demonstrate flexibility in daily activities, adapting to changing priorities aligned with business objectives
Ability to understand customer workflows and develop knowledge of DMS functionality, particularly within Sales and CRM
Ability to effectively plan and prioritise workload to meet deadlines
Strong analytical, investigative, problem-solving and troubleshooting skills
Excellent verbal and written communication skills
Proactive approach to understanding and managing customer expectations
Ability to explain complex issues and software functionality in simple terms
Logical and analytical approach to problem management and resolution
Exceptional command of written and spoken Italian, with the ability to communicate with customers clearly, accurately and professionally
Confidence using business software and the ability to learn new applications and support tools
Previous experience in issue investigation and analysis
Good level of English both spoken and written
Understanding/experience of working in the automotive industry
Experience with AI tools
