Tier 1 Support Analyst

About the role

You will own the full lifecycle of incoming support requests from initial contact through to final resolution, acting as the primary point of contact for clients navigating our technology platforms. In this capacity, you will diagnose and troubleshoot technical issues using structured methodologies while documenting every interaction with precision and clarity for future reference. You will leverage data and system insights to identify patterns, escalate complex cases appropriately, and contribute to the continuous improvement of support processes. You will collaborate daily with internal stakeholders to ensure alignment between technical solutions and business objectives. You will represent Keyloop's commitment to service excellence by communicating with empathy and professionalism to customers, peers, and managers across a global environment. You will utilize open technology platforms and data-driven approaches to enhance client efficiency, profitability, and overall experience. You will play a key role in shaping the future of the automotive industry through digital transformation initiatives. You will ensure timely escalation paths are followed to maintain strategic growth and profitability targets for the organization.

Key facts

What you'll do

Investigate and resolve technical support incidents using structured diagnostic techniques and system tools.

Analyze support trends and data to identify recurring issues and propose actionable improvements to products and processes.

Communicate effectively with customers, peers, and managers to clarify issues, provide updates, and confirm resolutions.

Perform initial assessments of reported problems to determine scope, impact, and required escalation paths.

Utilize open technology platforms to navigate systems, verify data integrity, and support solution implementation.

Document all support activities, including interactions, findings, and resolutions, to maintain accurate service records.

Collaborate with cross-functional teams to align technical solutions with business strategies and customer expectations.

Monitor system performance and user feedback to anticipate potential issues and reduce future incident volumes.

Apply analytical and problem-solving skills to address complex scenarios while adhering to service level standards.

Demonstrate resourcefulness and organization to manage multiple support requests efficiently in a fast-paced environment.

Contribute to the delivery of an amazing customer experience by ensuring timely and effective issue resolution.

Support the company's strategic goals by maintaining high standards of service excellence and operational efficiency.

Engage in continuous learning to stay current with technology platforms, industry trends, and evolving customer needs.

Act as a bridge between clients and technical teams to ensure clear understanding and successful issue closure.

Requirements

You must possess a strong passion for providing exceptional service and have a commitment to continuous improvement.

You must have the ability to communicate clearly and efficiently with customers, peers, and managers at all organizational levels.

You must be resourceful and well organized with excellent analytical and problem-solving skills.

You must be able to work effectively as part of a high performing team in a collaborative and supportive environment.

You must be able to troubleshoot and diagnose technical issues using structured approaches and available system data.

You must be capable of working within open technology platforms to investigate, document, and resolve support requests.

You must demonstrate strong verbal and written communication skills in professional interactions.

You must be able to manage multiple priorities and maintain attention to detail in a fast-paced, dynamic setting.

Nice to have

Experience in the automotive industry or with dealership operations is preferred.

Familiarity with digital transformation initiatives in the automotive sector is advantageous.

Understanding of technology suppliers, manufacturers, and dealer ecosystems is considered a benefit.

Experience with data analysis or reporting tools that support insight generation is preferred.

Background in a global team environment where cross-cultural communication is essential is valued.

Knowledge of customer relationship management principles and service excellence frameworks is advantageous.

Experience in a Tier 1 support role within a technology or service-oriented environment is preferred.

Practical notes

This role is based in Montreal, Canada, and requires adherence to local working hours as defined by the operational needs of the business. Travel requirements are not applicable for this position. There are no specific visa sponsorship details provided at this time. Candidates must ensure eligibility to work in Canada without sponsorship. The position operates within standard business hours, and flexibility may be required to support global clients across different time zones. Deadlines for application submission are not specified, and interested candidates should express interest through established hiring channels as outlined by Keyloop.