{"id":185541,"url":"https://alion.io/job/keyloop-autoline-aftersales-support-analyst","title":"Autoline Aftersales Support Analyst","company":{"id":7846,"name":"Keyloop","domain":"keyloop.com","url":"https://alion.io/company/keyloop","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":85,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-05-13T13:14:01Z","employer_posted_date":"2026-05-13","last_verified_at":"2026-10-28T22:43:18Z","board_verified":true,"closed_at":null,"days_open":168,"trust":{"level":"stale","repost_count":1,"flags":["stale"],"days_open":167},"description":"Purpose of role:\nProvision 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.\nOur 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.\nThis 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.\nKey Duties & Responsibilities\nOwning and progressing cases through to resolution by utilising available resources and expanding own knowledge.\nEscalating a case in good time.\nResponding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.\nCommunicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.\nDocumenting solutions and producing written guidance on resolution steps and procedures.\nBeing 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.\nSelf-Motivation & initiative to aid your investigation process and career development.\nEffectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.\nEnsuring root cause analysis is carried out where necessary.\nIdentify training gaps in our knowledge media and recommend areas for improvement.\nActively contribute to case reduction initiatives\nSkills / Knowledge & Experience\nAbility to efficiently plan and prioritise workload to meet deadlines.\nExpertise or knowledge relating to a specified Keyloop product / module.\nInvestigation, analytical, problem solving and trouble shooting skills.\nExcellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.\nAble to articulate simply complex problems or issues.\nKnowledge and understanding of customer expectations.\nAbility to influence and overcome objections.\nAbility to interact with multiple levels of Keyloop customers and associates.\nQualifications Required\nEssential\nExperience of working with customers\nERP Application support or equivalent\nExperience of supporting customers to a high level of performance, productivity and customer satisfaction\nDesirable\nUnderstanding of the automotive industry and specialism in one business 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