Tier 1 Autoline Sales Support Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the role

Purpose of the role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability.

Our Tier 1 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving customer issues within the Sales and CRM modules of our Dealer Management System (DMS) to successful closure, whilst ensuring timely escalation where necessary.

They will demonstrate strong verbal and written communication skills and the ability to communicate clearly and efficiently across a global team (customers, peers and managers) in order to support departmental and company objectives.

This role requires a proactive and organised individual with strong analytical and problem-solving skills, who is able to work effectively as part of a team and is committed to delivering service excellence.

Key Duties & Responsibilities

Take responsibility for the end-to-end resolution of support cases, including customer communication, case progression, and internal coordination across technical teams

Respond to customers with empathy, understanding their needs, operational pressures and deadlines

Develop familiarity with customer configurations, business models and key stakeholders in line with the Experience First approach

Communicate and collaborate with team members, other departments and management to support timely issue resolution

Document solutions and contribute to the creation and maintenance of knowledge base articles

Proactively develop knowledge of the Keyloop product suite and associated tools, working with management to build skills and competence, including the use of AI tools

Identify issues, suggest process improvements, and highlight opportunities to improve resolution times and customer experience

Demonstrate self-motivation and initiative to support investigation activities and personal development

As knowledge and autonomy increase, support colleagues through coaching and knowledge sharing where required

Ensure that root cause analysis is carried out when necessary

Identify gaps in internal knowledge materials and suggest improvements

Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting best practices within the team

Demonstrate flexibility in daily activities, adapting to changing priorities aligned with business objectives

Skills / Knowledge & Experience

Ability to understand customer workflows and develop knowledge of DMS functionality, particularly within Sales and CRM

Ability to effectively plan and prioritise workload to meet deadlines

Strong analytical, investigative, problem-solving and troubleshooting skills

Excellent verbal and written communication skills

Proactive approach to understanding and managing customer expectations

Ability to explain complex issues and software functionality in simple terms

Logical and analytical approach to problem management and resolution

Essential Skills

Exceptional command of written and spoken Italian, with the ability to communicate with customers clearly, accurately and professionally

Confidence using business software and the ability to learn new applications and support tools

Previous experience in issue investigation and analysis