Operate Accounts Support Analyst

About the role

The is responsible for owning the end-to-end resolution of complex operational issues that arise within client accounts. You will diagnose and troubleshoot intricate system workflows, ensuring problems are resolved to the highest standard and to the satisfaction of key stakeholders. This role demands a proactive approach where you identify recurring issues and implement preventative measures to enhance account stability. You will act as a critical bridge between our technology platform and the operational needs of our clients, translating their requirements into actionable technical insights. Success in this position is defined by your ability to manage multiple concurrent investigations while maintaining a sharp focus on timely closure. You will document every interaction and resolution path meticulously, creating a knowledge base that supports the wider team. This position requires a high level of personal accountability and the initiative to drive issues forward until they are completely resolved. By doing so, you will directly contribute to the operational excellence and strategic growth targets of the Keyloop organization.

Key facts

What you'll do

Investigate complex operational anomalies within client accounts to determine root cause and implement sustainable fixes.

Perform detailed analysis of system logs, transaction data, and user workflows to isolate specific failure points impacting account performance.

Champion the escalation management process, determining the correct pathway for issues that exceed established resolution criteria or time thresholds.

Collaborate with internal engineering and product teams to reproduce bugs, verify fixes, and ensure alignment on technical specifications.

Develop and maintain comprehensive documentation for standard operating procedures and client-specific troubleshooting playbooks.

Monitor key account health metrics and generate reports that highlight trends, risks, and opportunities for process improvement.

Serve as the primary technical contact for designated client accounts, ensuring all communications are clear, professional, and solution-oriented.

Conduct proactive reviews of account activity to identify potential risks or inefficiencies before they escalate into critical incidents.

Coordinate with cross-functional teams to gather data, validate hypotheses, and ensure that solutions are implemented consistently across the platform.

Utilize advanced diagnostic tools and internal dashboards to track the lifecycle of issues from initial report to final resolution.

Translate technical jargon into accessible language for non-technical stakeholders, ensuring all parties understand the status and next steps of an investigation.

Drive continuous improvement by identifying manual workarounds and proposing enhancements to streamline support operations.

Maintain a detailed audit trail of all support activities, ensuring compliance with internal governance and data handling standards.

Demonstrate ownership of service level agreements, ensuring that response and resolution targets are consistently met or exceeded for assigned accounts.

Requirements

You must possess a Bachelor's degree in Information Technology, Computer Science, or a closely related technical field.

You must have a minimum of three years of experience in a technical support or operations role, specifically within a software or technology environment.

You must demonstrate a proven track record of diagnosing and resolving complex technical issues in a high-pressure setting.

You must have a strong understanding of networking principles, including TCP/IP, DNS, and common internet protocols.

You must be proficient in using diagnostic tools, log analysis software, and standard office productivity suites.

You must have experience working with APIs and understanding how data is exchanged between different software systems.

You must possess excellent written and verbal communication skills, capable of articulating technical concepts to both technical and non-technical audiences.

You must be able to manage multiple priorities simultaneously and maintain a high level of organization in a fast-paced, dynamic environment.

Nice to have

Experience with Salesforce or similar CRM platforms is a significant advantage for managing account interactions and case histories.

Familiarity with automotive retail technology stacks or dealer management systems would provide context for the specific industry challenges we address.

Practical knowledge of cloud infrastructure, particularly AWS or Azure, would accelerate your ability to investigate infrastructure-related issues.

Practical notes

This is a full-time position based in South Africa.

Standard working hours apply.

Candidates must be eligible to work in South Africa without sponsorship.

This role is not eligible for remote work or relocation assistance.