Role Overview
Provision of an excellent support service is critical to the achievement of Keyloop's strategic plans for growth and profitability. The Tier 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.
What You Will Do
Take end-to-end responsibility for the resolution of key cases, responding to customers, communicating and collaborating with team members, documenting solutions, and reporting issues.
Why It Might Be a Fit
This role requires someone who is resourceful and well organised, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence.
Requirements
- Understanding and familiarity with accounting terms and concepts
- Ability to efficiently plan and prioritise workload to meet deadlines
- Expertise or knowledge relating to a specified Keyloop product / module
- High level of investigation, analytical, problem solving and trouble shooting skills
- Excellent communication skills – both verbal and written
- Knowledge and understanding of customer expectations
- Ability to influence and overcome objections and de-escalate potentially critical customer situations
- Ability to interact with multiple levels of Keyloop customers and internal partners
- Ability to explain complex problems, issues and accounting concepts in simple terms
Benefits
- An inclusive environment to thrive
- Be rewarded for your efforts
- Opportunities for career growth and development
- Training and support to try new things and adapt to quick changes
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