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Support Analyst

Drive global technology

We’re a global market leader in providing software and digital marketing solutions to the automotive industry. We’re 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. Join us and be a part of the evolution.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

What you’ll be doing?

You'll be providing software related technical support to our Dutch and French speaking customers who are some of the biggest car brands and dealerships in the Benelux region that use our technology & software solutions. Our team members are always kept challenged and will over time through personal development deal with more complex technical issues.

You'll take ownership of customer reported issues, via our case management system, and provide direct and regular communication as well as solutions, to our customers.

We look for excellent people skills in our team members. There are no scripts to follow so finding solutions to unknown problems will take a unique set of skills. This means that you will need to have the dedication to understand not only what the problem is but also identify the root cause, and the initiative to develop the right solutions that ensures the same issues do not happen again.

Daily you’ll be;

  • Taking direct ownership of software related issues through our case management system and webchat.
  • Investigate customer reported issues down to the root cause and develop solutions, seeking assistants where necessary but all within our published SLA timelines.
  • Escalate cases to the next support tier where solutions cannot be identified in a timely manner.
  • Liaise with customers regularly on all of your open cases to provide progress updates and setting of future communication expectations.
  • Use your analytical and technical skills to analyze and resolve complex software product issues,
  • Identifying recurring issues and working with other teams to help minimize these issues happening again using your knowledge and experience
  • Use your organizational and planning skills to handling a range of cases with differing levels of complexities, at any one time.
  • Support, advise, and mentor other team members and our customers on functionality and issue resolution
  • Documenting and publishing knowledge solutions
  • Documenting investigation steps within the case management system to ensure traceability of all actions taken and advice given
  • Escalating serious issues and recommending process improvements
  • Do you dare to be different?

    We look for people with the right cultural fit. While our business is full of industry minds we also value those who are keen to work together and have the potential to develop new knowledge and skills. Innovation and collaboration means growth, and ours ultimately depends on yours.

    This might be the job for you if…

    You are motivated by solving problems. You’ll enjoy taking on a wide range of problems and finding creative solutions. If you don’t know the answer, you’ll dig until you find it. You will need to be a natural trouble shooter who thrives on solving IT driven problems. You will not just enjoy figuring out the solution but also solving the actual root cause of the issue too.

    You are motivated by helping people. You’ll enjoy helping people through to issue resolution. Our customers may not be technical minded, so it’s all about removing jargon and talking to them on their level to help them.

    You are motivated by your tech. You’ll enjoy developing your existing tech knowledge and learning new things. Our products constantly evolve so learning about new products and features across a wide range of technology is a necessity.

    You speak fluent Dutch, English and preferably French. You'll be working with our customers in Dutch and sometimes French and your team members in Dutch and English. We look for a fluent level in all languages, written and verbal.

    Support Analyst

    Keyloop, Melle
    Support Engineer