- 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 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.
- Location: Vejle, Denmark
- A hybrid workplace model mixes in-office and remote work
- Language skills: fluent in Danish, German (min. level C1) and English (Business language)
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Preferable "Junior" recently graduated.
- Investigation, analytical, problem solving and trouble shooting skills.
- Strong communication skills, including telephone, virtual methods, written, and verbal skills in fluent Danish, German (min. level C1) and English (Business language).
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
- Courage and self-drive to gain knowledge by training and consulting experienced colleagues.
- Energetic and open minded
- Language skills: fluent in Danish, German (min. level C1) and English (Business language)
- Experience of working with customers
- Experience of supporting customers to a high level of performance, productivity, and customer satisfaction
- Understanding of the automotive industry.
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Tier 1 Dracar+ Support Analyst with Danish, German and English - Vejle, Danmark - keyloophol
Beskrivelse
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) 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 can work effectively as part of a high performing team with a passion and commitment to providing service excellence.
Key Duties & Responsibilities:
Key Results Indicators & Measures of success
Key Results Indicators
Measure of success
Customer Satisfaction
Achievement of Departmental Objectives
Service Responsiveness, productivity, and time to resolution to agreed standards.
Evidence
Demonstrable contribution to continual improvement of support processes and practices.
Skills / Knowledge & Experience
Qualifications required
Essential
Desirable
Why join us?
We're on a journey to become market leaders in our space – and with that comes some incredible opportunities. 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. Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We're committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
