Keyloop
Product Support Analyst Tier 1 - Japanese Speaking
TLDR
Provide end-to-end product support, own and resolve customer issues, escalate when needed, and coach teammates to raise support quality.
Purpose of role:
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.
Our Product Support Analyst will also assist colleagues, and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) in order to achieve our departmental and company strategy.
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.
Key Duties & Responsibilities:
• Experience of working with customers
• ERP Application support
• Experience of supporting customers to a high level of performance, productivity and customer satisfaction
Desirable
• Understanding of the automotive industry and specialism in one business area
•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.
Key Results Indicators & Measures of success
• 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.
Key Results Indicators
Customer Satisfaction
Service Responsiveness, productivity and time to resolution to agreed standards.
Demonstrable contribution to continual improvement of support processes and practices.
Measure of success
Achievement of Departmental Objectives
Evidence
Skills / Knowledge & Experience
• Ability to efficiently plan and prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product / module.
• Investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• 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.
Qualifications required
• Expertise or knowledge relating to a specified Keyloop product / module.
• Investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
• 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.
Essential
• Experience of working with customers
• ERP Application support
• Experience of supporting customers to a high level of performance, productivity and customer satisfaction
Desirable
• Understanding of the automotive industry and specialism in one business area
Keyloop connects car dealers, manufacturers, technology providers, and buyers through innovative technology that enhances the car selling and ownership experience. We offer an open technology platform that integrates clients' systems and departments, driving efficiency and profitability while delivering exceptional customer experiences. By leveraging data, we are shaping the future of the automotive industry.
Customer Service