Operate Accounts Support Analyst

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 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

They 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.

This 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.

Key Duties & Responsibilities

• Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with Keyloop.
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
• Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.
• Communicating and collaborating 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 through the creation and maintenance of knowledge articles.
• 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. Including AI tools.
• Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience
• Self-Motivation & initiative to aid your investigation process and career development.
• Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development 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 by identifying opportunities within our customer base and through promotion within our teams.

Skills / Knowledge & Experience

• Understanding and familiarity with accounting terms and concepts
• Ability to efficiently plan and prioritise workload to meet deadlines.
• Expertise or knowledge relating to a specified Keyloop product / module.
• High level of investigation, analytical, problem solving and trouble shooting skills.
• Excellent communication skills - both verbal and written.
• Knowledge and understanding of customer expectations.
• Ability to influence and overcome objections and de-escalate potentially critical customer situations.
• Ability to interact with multiple levels of Keyloop customers and internal partners.
• Ability to explain complex problems, issues and accounting concepts in simple terms

Essential Skills

• Accounting experience
• Experience of International and Standard Accounting.
• Experience in dealing with customers across a variety of channels and with high level of professionalism