Tier 2 Support Analyst - Accounts

Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.

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

Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.

Communicating and collaborating 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 through the creation and maintenance of knowledge articles.

Being passionate and pro-active 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. Including AI tools.

Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience

Self-Motivation & initiative to aid your investigation process and career development.

Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development 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 by identifying opportunities within our customer base and through promotion within our teams.