Client Services Support Analyst (1st Line)

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Client Services Support Analyst

Leading provider of Automotive retail software in Leeds 

Competitive Salary and benefits package

 

Do you have a strong understanding of software solution design?

Do you have the ability to build strong stakeholder relationships and the ability to communicate technical information into functional and practical ways?

Do you have experience of Coordinating project rollout, client signoff and project closure?

 

If you are a Technical Business Analyst with hands-on stakeholder management and strong problem-solving and analytical skills but have become stuck in the same old routine in your current role, then read on. 

 

About the company:

Keyloop’s mission is to transform the car buying and ownership experience across the entire automotive ecosystem and through unrivalled partnerships across 16,000 dealership sites and 80 manufactures across 90 countries. They are evolving the automotive industry through a fully connected open platform technology solution.

Keyloop are a global market leader innovating SaaS, Cloud, iPaaS and digital marketing solutions over established leading enterprise platforms the automotive industry, Keyloop are innovating the way that automotive dealerships drive their customers’ car-buying experience from the moment they run a search online all the way through to bringing their car back in for a service.

Keyloop have recently acquired, Leeds based business EnquiryMax. They supply software solutions to automotive OEMs and dealership in the UK and Ireland. A superb opportunity has arisen for a Technical Business Analyst to join the successful Automotive Software Development Company.

 

About the role:

Our client is looking for a talented Client Services Support Analyst, ideally based in commutable distance from their Leeds City centre office, to provide their clients with 1^st line software and application support.

The Support Analyst role is mainly responsible for the smooth running of the application and ensuring users get maximum benefits from them by resolving and support end users. There is also a requirement to “onboard” new clients, including supporting with application set-up.

The role may span one or more areas of expertise including advising clients on utilising areas of the application and providing help with set up and configuration of the application. You will receive calls and diagnose software faults and solve technical and applications problems, over the phone or pass to the 2nd line technical team to fix.

Other key responsibilities include:

• Monitoring and maintaining 3rd part integrations and ensuring these are always delivering the correct information.
• Talking staff or clients through a series of actions over the telephone, to help set up systems or resolve issues.
• Troubleshooting application and network problems and diagnosing and solving software faults.
• Providing support, including procedural documentation and relevant reports.
• Following diagrams and written instructions to resolve a fault or set up a system.
• Supporting the roll-out of new applications.
• Setting up new users' accounts and profiles and dealing with password issues.
• Responding within agreed time limits and service level agreements
• Working continuously on a task until completion (or referral to third parties, if appropriate).
• Prioritising and managing many open cases at one time.
• Rapidly establishing a good working relationship with customers and other professionals, such as software developers, testers, business analysts and field teams.
• Testing and evaluating new technology.

 

What we are looking for: 

You will be able to effectively communicate with both internal/external customers through a variety of sources and methods, updating website content, newsletters to clients, updating release documentation.

The successful candidate will have a background in providing 1st fix solutions for software and applications in a helpdesk/support environment. Candidates with qualifications or formal training in business information technology, computer networking and hardware, computer software development or information technology will be at a strong advantage.

Key skills we are looking for include:

• The ability to think logically.
• A good memory of how software and operating applications work.
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
• The ability to work well in a team.
• Problem solving skills.
• A strong customer focus.
• The ability to prioritise your workload.
• A high attention to detail.

 

What’s in it for you?

If you are looking for the freedom to innovate and create exciting new tech then apply today! The company is made up of agile thinkers and doers, designing solutions their competitors haven’t even dreamed of yet. They offer genuine career progression and the opportunity to make an impact.

 

In return for your hard work, they offer:

• On-the-job training, both internal and external, to equip you with the relevant skills to succeed in your role.
• Career progression opportunities following quarterly and annual performance reviews.
• 22 days’ holiday per annum – this goes up every year of employment to a maximum of 27.
• Your birthday off
• Pension
• Relaxed working environment

 

Interested? Let’s chat.  

 If this role sounds like the next opportunity for you, click ‘apply’ today and submit your CV.

Suitable candidates based on CV will be contacted by Finda to run through a quick coversheet ahead of being invited to an interview.

If you are offered the job following interview, we are looking for you to start as soon as possible.

 

INDHP