---
title: 'Tier 1 Support Analyst - Aftersales at Keyloop'
canonical: 'https://feeny.ai/job/tier-1-support-analyst-aftersales-keyloop-hyderabad-swvwxqdsvv1z'
type: 'job'
last_seen: '2026-09-07'
---

# Tier 1 Support Analyst - Aftersales at Keyloop

- **Company:** Keyloop
- **Location:** Hyderabad, India
- **Work type:** hybrid
- **Posted:** 2026-08-28
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/keyloop/a9b25079-68ea-4869-8aa9-e2ad7b7fa282

## 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?

Purpose of the Role

Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 1 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary.

They will also assist colleagues and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (customer, peers, and managers) in order to achieve our departmental and company strategy.

This role requires someone who is resourceful and well organised, with excellent analytical and problem solving skills, who is able to work effectively as part of a high performing team with a passion and commitment to providing service excellence

## Key Responsibilities

- Provide support for Parts and Service processes, including inventory, pricing, stock updates, workshop scheduling, repair orders and related dealership operations.
- Log, prioritise, investigate and manage assigned support cases from receipt through to resolution, workaround or escalation.
- Gather and document clear diagnostic information, including user impact, steps taken, expected and actual outcomes, errors and relevant evidence.
- Investigate system configuration, data, access, process, interface and product-related issues using available support tools, case history and knowledge resources.
- Provide practical customer guidance in clear, user-friendly language and keep customers informed throughout the case lifecycle.
- Support approved third-party, OEM and partner integrations by reviewing transactions, interface failures, file transfers, alerts and exceptions where required.
- Co-ordinate with customers, third parties and internal teams to progress complex or high-impact issues, ensuring escalations are clear, evidence-based and timely.
- Assist with approved price-file imports, stock-file updates and validation, while ensuring customer approval, accurate records and risk escalation where needed.
- Maintain structured case notes, confirm outcomes with customers before closure and record reusable resolution details to support future knowledge sharing.
- Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting improvements within support teams.

## Skills, Knowledge & Experience

- Understanding and familiarity with stock management processes or the automotive industry.
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Expertise or knowledge relating to a specified Keyloop product or module.
- High level of investigation, analytical, problem-solving and troubleshooting skills.
- Excellent communication skills, both verbal and written.
- Knowledge and understanding of customer expectations.
- Ability to influence, overcome objections and de-escalate potentially critical customer situations.
- Ability to interact with multiple levels of Keyloop customers and internal partners.
- Ability to explain complex problems, issues and accounting concepts in simple terms.
- Experience in dealing with customers across a variety of channels with a high level of professionalism.

## 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. [keyloop.com/our-leadership](https://keyloop.com/our-leadership)

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