Tier 1 Dracar+ Support Analyst

📋 Description

• Respond to customer queries via phone, email, or chat, ensuring accurate logging and categorisation
• Troubleshoot and resolve basic technical issues, escalating complex problems to Tier 2 or
• 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

🎯 Requirements

• 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
• Ability to interpret and apply standard procedures and escalate deviations appropriately.
• Contributes to continuous improvement by identifying recurring issues and suggesting process
• Works under general supervision with clear objectives and defined procedures.