Managed Helpdesk Support Analyst (Dutch/French Speaking)

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. The Managed Helpdesk Product Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, while ensuring timely escalation where necessary.

The Managed Helpdesk Support Analyst specialising in Aftersales will assist colleagues and demonstrate outstanding verbal and written communication skills, communicating quickly and efficiently at all levels across a global team, including customers, peers and managers, to achieve departmental and company strategy.

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

Key Duties & Responsibilities

• Own and progress cases through to resolution by utilising available resources and expanding own knowledge.

• Escalate cases in good time.

• Respond with empathy to customers, dealing with their needs and acknowledging their operational pressures and deadlines.

• Communicate cooperatively with team members, other departments and management to deliver timely resolution of customer issues.

• Document solutions and produce written guidance on resolution steps and procedures.

• Be passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, working closely with management to increase personal skills and competence.

• Use self-motivation and initiative to aid the investigation process and career development.

• Effectively coach and mentor colleagues to expedite case resolution and enhance knowledge within support.

• Ensure root cause analysis is carried out where necessary.

• Identify training gaps in knowledge media and recommend areas for improvement.

• Actively contribute to case reduction initiatives.

Skills / Knowledge & Experience

• Ability to efficiently plan and prioritise workload to meet deadlines.

• Investigation, analytical, problem-solving and troubleshooting skills.

• Excellent communication skills.

• Ability to articulate complex problems or issues in a simple manner.

• Knowledge and understanding of customer expectations.

• Ability to influence and overcome objections.

• Ability to interact with multiple levels of Keyloop customers and associates.

Experience Required

• Candidates must be fluent in Dutch and or French.

• Experience of supporting customers to a high level of performance, productivity and customer satisfaction.

• Understanding of the automotive industry and specialism in one business area.

• Experience of working with or supporting Keyloop Autoline / Autoline Drive product.

• Experience of working in the IT / software industry.

• Aftersales experience.

• Knowledge of the Autoline Accounting Module and Belgium Accounting Process's would be advantageous.

• Customer service experience.

587.340 Kč - 717.860 Kč a year

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 and identifying potential inconsistencies or verification signals in application materials based on available information. 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.