Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
Escalating a case in good time.
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
Communicating cooperatively 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.
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.
Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level 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.

Experience of working with customers
ERP Application support
Experience of supporting customers to a high level of performance, productivity and customer satisfaction
Understanding of the automotive industry and specialism in one business area (Desirable)
Microsoft SQL server and SQL database skills (Desirable)

Support Specialist

Key skills