Tier 2 Support Analyst - Accounts

Role Overview

Provision of an excellent support service is critical to the achievement of Keyloop's strategic plans for growth and profitability. The Tier 2 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

What You Will Do

Take end-to-end responsibility for the resolution of key cases, responding to customers, communicating and collaborating with team members, documenting solutions, and reporting issues.

Why It Might Be a Fit

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.

Requirements

• 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

Benefits

• An inclusive environment to thrive
• Be rewarded for your efforts
• Opportunities for career growth and development
• Training and support to try new things and adapt to quick changes

Originally posted on Himalayas