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Keyloop

Posted 1 day ago

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Tier 1 Autoline Accounts Support Analyst

HyderabadHybrid

AI Summary

Provides Tier 1 support for Autoline accounts, owning cases through resolution, escalating issues, and coaching colleagues while building expertise in the Keyloop product suite.

About this role

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?

Key Duties & Responsibilities

  • Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.
  • Escalating a case in good time.
  • Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
  • Communicating cooperatively 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.
  • Being passionate and proactive 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.
  • Self-motivation & initiative to aid your investigation process and career development.
  • Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level 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.

    • Skills / Knowledge & Experience

  • Ability to efficiently plan and prioritize workload to meet deadlines.
  • Expertise or knowledge relating to a specified Keyloop product/module.
  • Investigation, analytical, problem-solving, and troubleshooting skills.
  • Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
  • Able to articulate simple complex problems or issues.
  • Knowledge and understanding of customer expectations.
  • Ability to influence and overcome objections.
  • Ability to interact with multiple levels of Keyloop customers and associates.

    • Skills

    Case ManagementCustomer Support ToolsEscalation ProceduresKeyloop AutolineKnowledge Base DocumentationRoot Cause AnalysisTraining DeliveryTroubleshooting

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