Tier 1 Support Analyst – Aftersales

About the role

Keyloop is looking for a Tier 1 Support Analyst to join its Aftersales team. You will be the first point of contact for customers, diagnosing and resolving technical issues while ensuring a high‑quality support experience.

Key responsibilities

• Own end‑to‑end case resolution, from initial contact through closure, and escalate when necessary.
• Communicate empathetically with customers, understand their operational pressures, and keep them informed of progress.
• Maintain knowledge of each customer’s configuration, business model, and key stakeholders.
• Document solutions, create knowledge‑base articles, and suggest process improvements.
• Coach and mentor junior team members to accelerate case handling.
• Perform root‑cause analysis and recommend tools or AI solutions to reduce future queries.

Required profile

• Strong verbal and written communication skills, able to interact with global teams.
• Highly organised, resourceful, and capable of working in a high‑performing environment.
• Analytical mindset with solid problem‑solving abilities.
• Self‑motivated with a commitment to continuous learning.

Required skills

• Experience with ticketing or case‑management systems.
• Familiarity with AI‑assisted support tools.
• Ability to produce clear technical documentation and knowledge articles.

What we offer

• Opportunity to work with cutting‑edge automotive technology.
• Collaborative global team focused on service excellence.
• Continuous professional development and mentorship.