Intermediate - level role driving automation initiatives and supporting production processes at Citi. Enhancing operational efficiency and ensuring system reliability through dedicated solutions.
About the role
- Product Support Analyst at Keyloop owning, troubleshooting, and resolving customer issues. Focusing on providing excellent support in a collaborative global team environment.
Responsibilities
- Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.
- Escalating a case in good time.
- Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
- Communicating cooperatively with team members, other departments, and management to deliver timely resolution of customer issues.
- Documenting solutions and producing written guidance on resolution steps and procedures.
- Being passionate and proactive in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
- Self-motivation & initiative to aid your investigation process and career development.
- Ensuring root cause analysis is carried out where necessary.
- Identify training gaps in our knowledge media and recommend areas for improvement.
- Actively contribute to case reduction initiatives.
Requirements
- Ability to efficiently plan and prioritize workload to meet deadlines.
- Expertise or knowledge relating to a specified Keyloop product/module.
- Investigation, analytical, problem-solving, and troubleshooting skills.
- Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
- Able to articulate simple complex problems or issues.
- Knowledge and understanding of customer expectations.
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
Benefits
- An inclusive environment to thrive
- Be rewarded for your efforts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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