Tier 1 Dracar+ Support Analyst

Duties and Responsibilities:  

• Respond to customer queries via phone, email, or chat, ensuring accurate logging and categorisation of incidents.

• Troubleshoot and resolve basic technical issues, escalating complex problems to Tier 2 or specialist teams.

• Maintain detailed documentation of all interactions and resolutions in the ticketing system.

• Collaborate with cross-functional teams to ensure timely resolution of customer issues.

• Contribute to the knowledge base by documenting solutions and updating support materials.

• Participate in team meetings and training sessions to stay current with product updates and support procedures.

• Demonstrate empathy and professionalism in all customer interactions, maintaining high satisfaction levels.

Job Description:

Nature of work completed in the job:

Contribution Level:

• The Tier 1 Support Analyst is the first point of contact for customers and internal users requiring technical assistance. This role is pivotal in ensuring service excellence by providing timely, empathetic, and effective support. The analyst is responsible for logging, diagnosing, and resolving incidents or escalating them appropriately. The role demands strong communication, analytical thinking, and a customer-first mindset to uphold Keyloop’s commitment to operational excellence and customer satisfaction. 

Knowledge and Experience:

Knowledge

Level of knowledge of principles, concepts within speciality area and company business:

• Solid understanding of IT support principles and customer service best practices.

• Familiarity with Keyloop’s product suite and internal systems is advantageous.

• Awareness of the broader business impact of support services, including how timely resolution contributes to customer retention and operational efficiency.

• Ability to interpret and apply standard procedures and escalate deviations appropriately.

Role in project management and/or development of procedure and processes:

• Contributes to continuous improvement by identifying recurring issues and suggesting process enhancements.

Supervision / Leadership

Nature of guidance received:

• Works under general supervision with clear objectives and defined procedures.

• Receives guidance from the Product Support Manager or Team Leader on complex or unfamiliar issues.

Nature of influence on people, project, processes, strategy:

• May mentor new starters or provide informal guidance to peers on tools and processes.

• Influences customer satisfaction and internal team efficiency through quality of service and collaboration.

Skills and Abilities:

Problem Solving

Nature of problems solved and decisions made:

• Applies logical thinking and diagnostic skills to resolve routine technical issues.

• Uses available resources (knowledge base, peer support, documentation) to troubleshoot effectively.

• Makes decisions within defined parameters; escalates when necessary.

Nature of influence on people, project, processes, strategy:

• Contributes to process improvement by identifying inefficiencies or gaps in documentation.

Relationship Focus

Nature and level of contact within/outside the organization:

• Maintains regular contact with internal teams (Product, Engineering, Customer Success) to coordinate issue resolution.

• Builds rapport with customers by demonstrating understanding, patience, and responsiveness.

• Participates in cross-functional initiatives to improve service delivery and customer experience.

• Represents the support function in a professional manner, reinforcing Keyloop’s brand values.