Apps Support Analyst

This is a fully remote position, open to applicants in Czechia.

📋 Description

• Take ownership of, troubleshoot, diagnose, and resolve customer issues until successful closure.

• Promptly escalate cases when necessary.

• Respond with empathy to customers, addressing their needs and operational pressures.

• Communicate effectively with team members, departments, and management to resolve customer issues in a timely manner.

• Document solutions and create written guidance on resolution steps and procedures.

• Gain knowledge of the Keyloop product suite and its associated tools.

• Coach and mentor colleagues to expedite case resolution and enhance support knowledge.

• Conduct root cause analysis when required.

• Identify gaps in training materials and suggest improvements.

• Contribute to initiatives aimed at reducing case volume.

⛳️ Requirements

• Proven experience in customer-facing roles.

• Background in ERP application support.

• Experience in delivering high levels of performance, productivity, and customer satisfaction.

• Ability to effectively plan and prioritize tasks to meet deadlines.

• Expertise or knowledge related to a specific Keyloop product/module.

• Strong investigation, analytical, problem-solving, and troubleshooting skills.

• Excellent communication abilities, including proficiency in telephone, virtual, written, and verbal communication in both the local language and English.

• Capability to simplify complex problems or issues.

• Understanding of customer expectations.

• Ability to influence and address objections.

• Skill in interacting with various levels of Keyloop customers and associates.

• Knowledge of the automotive industry and expertise in a specific business area (desirable).

• Skills in Microsoft SQL Server and SQL databases (desirable).

• Academic qualifications are not required for this position; selection is based on experience and potential.

🏝️ Benefits

• Opportunities to collaborate and learn from industry experts worldwide.

• Training and support to experiment with new initiatives, adapt to rapid changes, and explore various career paths.

• An inclusive work environment and culture.

• Career development through a commitment to employee growth.

• Performance-based pay and benefits.

• Commitment to equal opportunity employment.

• Access to AI tools and training to enhance creativity and productivity.