Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison
Respond with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
Communicate and collaborate with team members, other departments and management to deliver timely resolution of customer issues
Document solutions and produce written guidance on resolution steps and procedures
Be proactive in acquiring knowledge of the Keyloop product suite and associated toolset
Reporting issues, recommending process improvements and identifying support tools
Effectively coach and mentor colleagues for case resolution and knowledge growth

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
Knowledge and understanding of customer expectations
Ability to interact with multiple levels of Keyloop customers and internal partners
Ability to explain complex problems, issues and accounting concepts in simple terms
Accounting experience
Experience of International and Standard Accounting
Experience in dealing with customers across a variety of channels and with high level of professionalism

Tier 1 Support Analyst – Accounts

Key skills