Support Analyst- French Speaker

Purpose of role - This section should be used to give a brief overview of the job

Provision of an excellent support service is critical to the achievement of KEYLOOP´S’s strategic plans for growth and profitability. The Support Analyst Level 3 will have expertise relating to a specified KEYLOOP´S product / module and will serve as a point of escalation within a customer support team, assisting colleagues in addressing customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues in dealing with technical enquires and may deputise for the Team Leader in their absence.

This role requires someone who is a specialist in a specific KEYLOOP´S product or module. You have a background working in a technical, problem solving customer service environment, and have experience of investigating and identifying solutions to a range of situations. You have outstanding verbal and written communication skills, are resourceful and well organised, and are prepared to take responsibility for successful issue resolution. You have a passion and commitment to providing service excellence.

Key Duties & Responsibilities - Please add the most important duties and responsibilities. Ensure that each duty / responsibility can be linked to the operational and KEYLOOP´S strategy

Providing support to Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved

Analysing and resolving complex product issues, using analytical, technical or programming skills

Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines

Guiding, advising and coaching both colleagues and customers on issue and problem resolution

Documenting solutions and producing written guidance on resolution steps and procedures

Pro-actively acquiring knowledge of the KEYLOOP´S Autoline Product suite and associated toolset, and working closely with management to increase the technical level of skills and competence of colleagues

Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels

Essential

Technical / Professional qualifications or working knowledge in one or more of the following areas (as determined by the role assignment) ERP Application support – module specialisation Infrastructure (network, printing, hosting, firewalls, internet technologies, Microsoft products) Hardware (servers, desktop/laptop, printers, network, firewalls)

3-5 years of supporting customers to a satisfactory level of performance, productivity and customer satisfaction Recognised technical coaching ability

  Desirable

Technical / Professional qualifications

Deep understanding of the automotive industry and specialism in one business or technical area (front office, back office, accounts, HSP, networks etc)