Tier 2 Support Analyst - Accounts

2 мес. назад

South AfricaWorldwideMiddleRemote

troubleshootingproblem solvingescalation management

Responsible for troubleshooting, diagnosing, and resolving technical problems in automotive digital systems while providing excellent support service.

О компании

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?     Purpose of the role Provision of an excellent support service is critical to the achievement of ’s strategic plans for growth and profitability.

Обязанности

Take end-to-end responsibility for the resolution of key cases, owning customer engagement, communication, case progression and internal liaison across multiple technical service teams and functions with .
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
Be familiar with your customers’ configuration, business model and key stakeholders in line with our Experience First approach.
Communicating and collaborating 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 through the creation and maintenance of knowledge articles.
Being passionate and pro-active in acquiring and absorbing knowledge of the product suite and associated toolset and working closely with management to increase the level of personal skills and competence. Including AI tools.
Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience
Self-Motivation & initiative to aid your investigation process and career development.
Effectively coaching and mentoring colleagues in order to expedite case resolution while supporting the growth and development of knowledge within support.
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 by identifying opportunities within our customer base and through promotion within our teams.

Другое

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 product / module.
High level of investigation, analytical, problem solving and trouble shooting skills.
Excellent communication skills – both verbal and written.
Knowledge and understanding of customer expectations.
Ability to influence and overcome objections and de-escalate potentially critical customer situations.
Ability to interact with multiple levels of 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