Operate Support Analyst - German and English Speaking

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Product Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

Responsibilities

Owning and progressing 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; 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; 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

Requirements

Ability to efficiently plan and prioritise workload to meet deadlines; Investigation, analytical, problem solving and trouble shooting skills; Excellent communication skills, including telephone, virtual methods, written, and verbal skills in German and English language; Able to articulate simply complex problems or issues; Knowledge and understanding of customer expectations; Ability to influence and overcome objections; Ability to interact with multiple levels of Keyloop customers and associates; Experience of working with customers; ERP Application support; Experience of supporting customers to a high level of performance, productivity and customer satisfaction

Benefits

Collaborate and learn from industry experts from all over the globe; Work with game-changing products and services; Get the training and support you need to try new things, adapt to quick changes and explore different paths; Inclusive work environment; Performance-based pay and benefits; Opportunities to grow career through investment in development; AI tools training to boost creativity and productivity