Product Support Analyst Environment - Glasgow

Company: Keyloop
Other Job Openings at the Company: The company has other active jobs (2)
Your Application: You have not applied yet
Location: Glasgow, Reino Unido
Allows working from home: Yes
Employer Email: *********@*******.com (View email)
WhatsApp:  Send WhatsApp
JOB DESCRIPTION
Requirements:
- Automotive background / IT background

- System Supporting

- Autoline or Autoline drive experience / knowledge

- ERP

- Troubleshooting and System Performance configuration

- Database management / Hardware software configuration

- High level of investigation, analytical, problem solving and troubleshooting skills.

- Knowledge and understanding of customer expectations.

- Expertise or knowledge relating to a specified Key Loop product / module.

- Able to articulate simply complex problems or issues.

Responsibilities:
- Progress cases through to resolution by utilising available resources and expanding own knowledge.

- Escalating a case in good time.

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

- Communicating cooperatively 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.

- 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.

- 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 and enhance the level of knowledge within support (across multiple geographic locations).

- 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.


JOB TYPE
Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 1


JOB REQUIREMENTS
Minimal experience: Unspecified
Gender: Indistinct



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