--- title: 'Tier 1 Dracar+ IMS Support Analyst at Keyloop' canonical: 'https://feeny.ai/job/tier-1-dracar-ims-support-analyst-keyloop-vejle-9z4xcac2qc4x' type: 'job' last_seen: '2026-11-09' --- # Tier 1 Dracar+ IMS Support Analyst at Keyloop - **Company:** Keyloop - **Location:** Vejle, Denmark - **Work type:** onsite - **Posted:** 2026-11-05 - **Last confirmed live:** 2026-11-09 - **Apply:** https://jobs.lever.co/keyloop/91643fcd-dc51-4512-86fd-89c914a671af ## Job description 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? 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 and complex issues in collaboration with Backline. - 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. - Participate in customer meetings,  when required. - 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 IMS Support Analyst is the first point of contact for IMS customers (vehicle importers) 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 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 and AI tools) 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. Language requirement: Candidate must be fluent in Danish and English level B2 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. Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials. We are also an equal opportunity employer committed to building a diverse and inclusive workforce.  We value diversity and encourage candidates of all backgrounds to apply. "At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity." ## About Keyloop ## Company Overview - **One-liner**: Keyloop is the world’s largest automotive technology company, providing platforms and tools that connect car retailers and manufacturers across more than 90 countries to power the full retail journey. - **Entity Type**: Private (acquired by Francisco Partners in 2021) - **Headquarters**: Reading, United Kingdom - **Founded**: Originated over 40 years ago (as Kerridge); rebranded as Keyloop in 2021 - **Founders**: Original founders not publicly disclosed; the company traces its roots to Kerridge in Hungerford, UK ## Core Business - **Primary industries**: Automotive retail technology, dealer management software, omnichannel retailing, and customer experience solutions - **Target customers**: B2B – automotive retailers (dealerships) and OEMs (car manufacturers) - **Mission or purpose statement**: To use technology to make car buying and servicing simpler, smoother, and better for everyone, putting exceptional experiences first (“Experience-First”). ## Products & Services Keyloop offers a suite of SaaS and integrated solutions for the automotive retail ecosystem. Major offerings include: - **Keyloop DMS (Dealer Management System)** – Core platform for dealership operations (sales, service, parts, finance). - **enquiryMAX** – Sales engagement and lead management platform for dealers. - **RAPID RTC** – Real-time customer communication and service marketing tool. - **MotorDocs** – Digital document management and e-signature solution for vehicle transactions. - **FISC** – Integrated financial services and compliance platform. - **SilverBullet** – Vehicle marketing and merchandising solution to accelerate online sales. - **SERTI** – Warranty and service contract administration platform. - **Automotive Transformation Group (ATG)** – Omnichannel retailing and digital customer journey solutions. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue of GBP 113 million (per LinkedIn, 2025 data) - **Notable Investors/Partners**: Owned by Francisco Partners (a leading tech investment firm); partners with 80+ OEMs and 20,000+ retailers - **Growth Signals**: - Acquired seven companies since 2021 (enquiryMAX, RAPID RTC, MotorDocs, FISC, SilverBullet, SERTI, ATG) - Headcount approximately 1,862 (+4.7% YoY, +108 people) - Global presence: offices across 32 countries including UK, India, Canada, Czechia, Spain - 100,000+ LinkedIn followers (monthly +0.5%, yearly +8.9%) ## Competitive Advantages - **Scale and legacy**: Nearly 50 years of automotive domain expertise; trusted by 20,000+ retailers and 80 OEMs in 90+ countries – the largest global automotive technology company. - **Experience-First platform**: A unified approach that connects the entire customer journey, from online browsing to service bay, differentiating from fragmented point solutions. - **Deep OEM integrations**: Longstanding relationships with manufacturers and a partner ecosystem that makes switching costly for clients. - **Tailored acquisitions**: Strategically adding best-in-class solutions (e.g., ATG for omnichannel, RAPID RTC for communications) to create a comprehensive integrated suite. ## Strategic Focus - **Building the world’s first truly connected auto retail ecosystem** – integrating data, retailers, OEMs, and partners. - **Artificial Intelligence and innovation**: Hiring for AI Solutions Engineer (Salesforce Agentforce) and pushing AI/ML capabilities (CTO Amit Monovich brings cloud/AI expertise from Salesforce). - **Continued acquisition and partner growth**: Actively seeking more partners that share the “Experience-First” vision. - **Sustainability**: “Power to Change” initiative focusing on environmental impact, community volunteering, and employee well-being. ## Why Work Here - **Culture**: “Experience-First” mindset – the same customer-centric philosophy is applied internally, attracting top talent and fostering an environment where meaningful contributions are recognised. - **Flexibility**: Truly flexible and hybrid work opportunities; focus on outcomes rather than days in the office. Offices worldwide for collaboration, but remote work is supported and trusted. - **Growth and development**: Well-established frameworks for career development; employees are empowered to take charge of their own success and learning. - **Diverse teams**: Distributed across 32 countries with a global mindset; roles in engineering, product, customer enablement, sales, marketing, IT, finance, and more. - **Perks**: Emphasis on work-life balance, meaningful work in a rapidly digitising industry, and a chance to shape the future of automotive retail. ## Sources 1. [keyloop.com/careers](https://keyloop.com/careers) 2. [keyloop.com/about-us](https://keyloop.com/about-us) 3. [jobs.lever.co/keyloop](https://jobs.lever.co/keyloop) 4. [linkedin.com/company/keyloop](https://linkedin.com/company/keyloop) 5. 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