Remoteville

Remote Customer Support Specialist Job in UK Keyloop

Customer Support Specialist Keyloop
Art Technology GroupClient ServicesClient Services ManagementCustomer SatisfactionIT Service ManagementSecurity PolicyStrategic ThinkingSupplier Relationship ManagementWebsite Administration
UK
2010+ employees
TechnologyAutomotiveSaaSDigital Transformation


Role


Who you are

  • Engage with customers daily via ZenDesk, phone, video calls, and meetings.
  • Ensure all SLAs and contractual agreements are adhered to.
  • Handle all customer requests, including product configurations and issue resolutions.
  • Perform regular QAs of customer websites/software to identify and address issues.
  • Take ownership of communication between ATG and the customer, ensuring resolution of all requests.
  • Possess technical understanding for first-touch resolution of issues.
  • Enable and support customers' understanding of ATG products, offering ongoing guidance and training.
  • Keep customers updated with industry trends and product information.
  • Monitor and manage customer health, updating internal stakeholders on performance.
  • Gather and report customer feedback to the product team.
  • Support the company's Information Security policy.
  • Analyze customer website performance and suggest improvements.
  • Work with the sales team to identify growth opportunities and reduce churn.
  • Facilitate supplier relationships with 3rd parties.

Desirables

  • Strong communication skills
  • Ownership and initiative
  • Data intelligence expertise
  • Knowledge of digital best practices
  • Strong analytical skills
  • Excellent presentation skills
  • Problem-solving ability
  • Reliability and assertiveness
  • Good judgment
  • Strategic thinking
  • Approachability and confidence
  • Helpfulness and cooperation
  • Ability to prioritize tasks



What the job involves

  • Support ATG's customers by managing and resolving their requests and issues.
  • Provide technical tasks including implementing new features and rectifying issues on live websites.
  • Act as a trusted advisor, ensuring high levels of customer satisfaction and offering guidance in line with customers' digital strategies.
  • Engage with customers daily via ZenDesk, telephone, video calls, and meetings.
  • Analyze and improve customer websites and software performance, offering recommendations and training where needed.
  • Advocate for customers within ATG, feeding back their needs to the product team and ensuring follow-up on all requests.

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Company


Company mission

Keyloop is the largest global automotive technology company, dedicated to transforming the automotive retail experience through innovative, connected solutions. With 40 years of expertise, we empower auto retailers and OEMs worldwide, enhancing customer interactions and driving efficiency to cultivate loyalty and optimize profitability across the automotive ecosystem.




Company benefits

  • Industry fast-paced environment
  • Become part of a large team
  • Opportunity to innovate and demonstrate pro-activeness
  • Knowledge sharing within the team
  • Supportive work environment



Company values

  • Innovation
  • Collaboration
  • Inclusivity
  • Accountability



Company HQ

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