Support Specialist

Key Duties & 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.

Skills / Knowledge & Experience

• Ability to efficiently plan and prioritize 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

• Essential
• Experience of working with customers
• ERP Application support
• Experience of supporting customers to a high level of performance, productivity and customer satisfaction
• Desirable…