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Backline Associate



Hungerford RG17, UK
Posted on Friday, July 14, 2023

Location:  United Kingdom 

Recruiter: Nirmala B 


Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.


We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?


You will be part of Technical Services - the last line of escalation for technical and software support issues relating to our technology, which have been escalated by our Frontline Support Teams across CDKI. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause of it.


  • You will have excellent programming skills and will be an outstanding communicator, working not only as part of a team at times on issues but also coaching our Frontline Support Analysts throughout CDKI on case closure. This is an excellent role for someone who has thirst to learn and enjoys challenging their own thinking, A flexible approach in terms of embracing new working practices and times is essential.


Key Duties & Responsibilities

  • Technically mentoring Frontline Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved

  • Analyzing and resolving complex product issues, using analytical, technical or programming skills

  • Complete 10% of your case/request closures from the IBL queues.

  • Guiding, advising and coaching both colleagues and customers on issue and problem resolution

  • Documenting solutions and producing written guidance on resolution steps and procedures

  • Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues

  • Reporting issues and recommending process improvements to other teams to minimize queries and problems arising and to increase customer satisfaction levels


Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.


An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.


Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.