Support Analyst

Recruiter: Elisa Bernal Als

Location: United Arab Emirates

Company Overview:
Keyloop bridges the gap between dealers, manufacturers, technology suppliers, and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation by creating innovative technology that enhances the selling and buying experience.

Position Overview:
The Support Analyst is responsible for ensuring the overall success of KEYLOOP's Products for a portfolio of customers. You will provide ongoing support, advice, and day-to-day management of all requests aligned to your customers' business objectives. You will need to understand our products, offer impeccable service, and build and maintain customer relationships to become a trusted advisor.

Key Responsibilities:

1. Engage with customers daily via ZenDesk, telephone, video calls, and face-to-face meetings.
2. Ensure all SLAs and/or contractual agreements with suppliers/partners/customers are adhered to, responding to all requests promptly.
3. Manage all customer requests and actively seek solutions, including product configurations and issues.
4. Conduct regular QAs of customer websites/software to proactively identify areas for improvement.
5. Act as the primary communication link between KEYLOOP and the customer, taking ownership of each request until resolution.
6. Triage all issues and liaise with KEYLOOP departments to solve problems.
7. Have a detailed technical understanding to facilitate first-touch resolution of configuration issues and data feeds.
8. Provide ongoing guidance and support to maximize customer understanding of the KEYLOOP product suite.
9. Work with product specialists to deliver the latest initiatives to benefit your customer portfolio.
10. Keep customers updated with the latest industry/market trends and product information.
11. Assist customers in achieving desired outcomes, ensuring they maximize the value of KEYLOOP products and services.
12. Monitor and manage customer health, keeping internal stakeholders updated on performance.
13. Gather customer feedback on product performance and relay this to KEYLOOP Product Teams.
14. Advocate for customers within KEYLOOP, ensuring their needs are met.
15. Follow up on results post-implementation to build customer loyalty.
16. Take ownership of goals or objectives agreed with customers until achieved.
17. Analyze customer website performance and suggest improvements.
18. Collaborate with the sales team to identify opportunities for growth and reduce churn.
19. Facilitate supplier relationships with third parties as required.
20. Benchmark and measure performance against success criteria.
21. Demonstrate innovation and proactiveness with customers.
22. Adapt to new software and processes, suggesting improvements for efficiency.
23. Share knowledge within the team regarding new features or helpful tips.
24. Manage workload and prioritize to deliver excellent service within tight deadlines.
25. Support the Company's Information Security policy and assist in meeting legal obligations.

Technical Competencies:

1. Knowledge & understanding of ISO27001.
2. Proficiency in internal software such as ZenDesk, JIRA, and SugarCRM.
3. Ability to understand software processes through the business.
4. Ability to analyze and interpret data sets for reporting/KPIs/Benchmarking.
5. Beginner Google Analytics Academy certifications.

Behavioural & Personality Competencies:

1. Strong communication skills to build positive relationships.
2. Commitment to full ownership of customer requests, demonstrating integrity and initiative.
3. Ability to demonstrate expertise to customers and stakeholders using data intelligence.
4. Initiative to provide workarounds or interim solutions.
5. Strong knowledge of digital best practices.
6. Analytical skills to interpret data for customer improvement.
7. Excellent presentation and communication skills.
8. Effective problem-solving abilities.
9. Organized, reliable, and assertive.
10. Ability to make decisions using best judgment.
11. Strategic thinking with a customer focus.
12. Approachable, confident, and engaging.
13. Cooperative and helpful.
14. Adaptability to new software and processes.
15. Ability to prioritize workload and multitask.
16. Comfortable with evolving requirements.
17. Ambition to learn and improve.

Required Experience:

1. A minimum of 2 years in client services, website management, or B2B SaaS experience.
2. Strong digital skills and proficiency with Microsoft Office.
3. Previous experience in a growing, fast-paced company.
4. Experience within the automotive industry is desirable but not required.

Why Join Us:
We're on a journey to become market leaders in our space, offering incredible opportunities. Collaborate and learn from industry experts, work with innovative products, and receive the training and support needed to adapt and grow your career.

An Inclusive Environment to Thrive:
We are committed to fostering an inclusive work environment that respects all dimensions of diversity.

Be Rewarded for Your Efforts:
We believe in performance-based compensation and encourage growth through investment in development and a supportive culture.