Managed Helpdesk Support Analyst (Dutch/French Speaking)

Pracovní nabídka

Purpose of the Role

Provision of an excellent support service is critical to the achievement of Keyloop's strategic plans for growth and profitability. The Managed Helpdesk Product Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, while ensuring timely escalation where necessary.
The Managed Helpdesk Support Analyst specialising in Aftersales will assist colleagues and demonstrate outstanding verbal and written communication skills, communicating quickly and efficiently at all levels across a global team, including customers, peers and managers, to achieve departmental and company strategy.
This role requires someone 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

Own and progress cases through to resolution by utilising available resources and expanding own knowledge.
Escalate cases in good time.
Respond with empathy to customers, dealing with their needs and acknowledging their operational pressures and deadlines.
Communicate cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
Document solutions and produce written guidance on resolution steps and procedures.
Be passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, working closely with management to increase personal skills and competence.
Use self-motivation and initiative to aid the investigation process and career development.
Effectively coach and mentor colleagues to expedite case resolution and enhance knowledge within support.
Ensure root cause analysis is carried out where necessary.
Identify training gaps in knowledge media and recommend areas for improvement.
Actively contribute to case reduction initiatives.

Skills / Knowledge & Experience

Ability to efficiently plan and prioritise workload to meet deadlines.
Investigation, analytical, problem-solving and troubleshooting skills.
Excellent communication skills.
Ability to articulate complex problems or issues in a simple manner.
Knowledge and understanding of customer expectations.
Ability to influence and overcome objections.
Ability to interact with multiple levels of Keyloop customers and associates.

Experience Required

Candidates must be fluent in Dutch and or French.
Experience of supporting customers to a high level of performance, productivity and customer satisfaction.
Understanding of the automotive industry and specialism in one business area.
Experience of working with or supporting Keyloop Autoline / Autoline Drive product.
Experience of working in the IT / software industry.
Aftersales experience.
Knowledge of the Autoline Accounting Module and Belgium Accounting Process’s would be advantageous.
Customer service experience.