Experience Apps Support Analyst

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?

A Support Anayst is responsible for ensuring impeccable levels of customer service are provided daily to some of the world’s biggest motor retailers and manufacturers. Our industry is extremely fast paced, and no two days are the same. As such the support tasks you undertake will be varied, ranging across the digital landscape from rectifying issues to managing new technology installations onto live websites.   

Reporting into the Experience apps Management team, the role requires you to be highly motivated and delivery focused. You will need to become an indispensable part of a large team, working together to support, advise and guide our ever-increasing customer-base on their digital journey.  The team works together on most of our customer base to help them with any training or understanding of our software, implementation of any requests, and aiding in resolving any issues.  As a Customer Support Agent, you will need to be able to build a rapport with a customer quickly, giving them the confidence that you are able to deliver on their needs. 

You will also work with every department within the business to be able to deliver on any customer requirements ranging from design, front-end styling amends and software configuration.  

• Take full ownership & responsibility of each request and/or query raised by any/all customer(s) until point of resolution. 
• Actively strive to achieve high levels of customer satisfaction. 
• Be the custodian of all communication between Keyloop and the customer. 
• Providing ongoing guidance and training support on all Keyloop software products to our customers. 
• Make customers aware of our Help Centre resources to deliver efficiencies where possible. 
• Coordination and implementation of new orders into the business for live customers. 
• Have a good working relationship with the Sales Team to identify areas of opportunity to deliver customer objectives and upsell where possible. 
• Facilitate and embed any strategic objectives requested by line management or directors of the business. 
• Ensure customers are informed and up to date with software functionality to drive value of Keyloop Products. 
• Facilitate training requirements for customers where required. 
• Ability to understand and competently implement on-brief digital ideas for customers, striving for continuous improvement. 
• Adhering to SLAs and ensuring you as an individual and the team meet these, internally and externally. 
• Responding to all requests or issues in a quick, clear and efficient manner. 
• Adapting to new software and processes internally, as well as suggesting improvements to increase efficiency. 
• Ensuring you can manage your workload and prioritise to deliver excellent service to our customers whilst meeting SLAs and KPIs. 
• Engaging with our customers across Salesforce (tickets and live chat) and telephone.
• Making regular outbound phone calls to customers to update them on progress of issues and requests or training them on getting the most out of Keyloop products. 
• Actively seeking solutions to requests, product configurations and customer issues. 
• Being responsible for information security and data protection and supporting the business in complying with any legal obligations imposed upon it through positive actions.

• Training will be provided on these but any experience would be beneficial:
• Knowledge of ISO27001.
• Ability to use internal software such as Salesforce, Jira and Sugar. 
• Ability to understand software processes (e.g. Agile) through the business. 
• Ability to understand the software itself and aid in identifying defects, features and requests. 
• Ability to understand different data sets presented through reporting/KPIs/Benchmarking.

• Embody Keyloops core values, showcasing these towards team members & clients. 
• Effective & focused at problem solving. 
• Excellent communication skills – both verbal and written. 
• Presentable, organised, reliable & assertive. 
• Ability to make decisions and make use of best judgement for varied requests or situations. 
• Ability to think strategically with an unwavering customer focus. 
• Approachable, Confident & Engaging. 
• Helpful & Co-operative. 
• Ability to adopt new software and processes as well as a keenness to suggest improvements. 
• Ability to prioritise workload and multi-task. 
• Comfortable with evolving requirements and a fluid working environment. 
• Ambition to learn, improve and exceed daily within your role. 

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.