Job Overview
Location
Canada (Montreal)
Job Type
Full-time
Category
Marketing
Date Posted
June 19, 2026
Full Job Description
đź“‹ Description
- • Provide first-line technical support for Keyloop’s automotive technology platforms, resolving customer-reported issues related to software functionality, system integrations, and data discrepancies.
- • Own the end-to-end lifecycle of support tickets, from initial triage through diagnosis, resolution, and customer confirmation, ensuring timely closure within defined SLAs.
- • Accurately document all customer interactions, technical findings, and resolution steps in the support ticketing system to maintain a clear audit trail and knowledge base.
- • Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with detailed context, reproduction steps, and relevant system logs to ensure swift resolution.
- • Collaborate with global teams including engineering, product, and customer success to align on recurring issues, feature gaps, and customer feedback loops.
- • Communicate technical information clearly and professionally to customers with varying levels of technical expertise, using both verbal and written channels.
- • Maintain up-to-date knowledge of Keyloop’s product suite, including dealership management systems, CRM integrations, and digital retailing tools.
- • Proactively identify patterns in customer issues to contribute to preventive maintenance, knowledge base improvements, and product enhancement suggestions.
- • Work within a structured shift schedule to provide coverage across global time zones, ensuring consistent support availability for international clients.
- • Adhere to internal compliance, data privacy, and security protocols when handling sensitive customer and vehicle data.
- • Participate in regular team meetings, training sessions, and knowledge-sharing forums to enhance team performance and individual skill development.
- • Demonstrate a commitment to service excellence by maintaining a customer-first mindset, even under pressure or during high-volume periods.
- • Utilize analytical skills to interpret system error messages, log files, and customer reports to isolate root causes of technical problems.
- • Assist in onboarding new customers by guiding them through initial setup, troubleshooting common configuration issues, and providing clear documentation.
- • Maintain a high standard of professionalism and empathy in all customer interactions, contributing to positive customer retention and satisfaction metrics.
- • Contribute to continuous improvement initiatives by suggesting process optimizations, automation opportunities, and documentation enhancements.
🎯 Requirements
- • Proven experience in Tier 1 technical support within a SaaS or enterprise software environment
- • Strong problem-solving and analytical skills with the ability to troubleshoot complex technical issues
- • Excellent verbal and written communication skills in English, with the ability to communicate clearly across global teams
- • Ability to work effectively in a fast-paced, high-volume support environment
- • Familiarity with ticketing systems (e.g., Jira, Zendesk) and basic data analysis tools
- • Willingness to work flexible or rotating shifts to support global customers
🏖️ Benefits
- • Competitive salary and performance-based bonuses
- • Comprehensive health, dental, and vision insurance
- • Paid time off and company holidays
- • Professional development and training opportunities
Skills & Technologies
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About Keyloop Limited
Keyloop Limited provides cloud-based dealer management systems and connected retail solutions to automotive dealerships and manufacturers worldwide. Its integrated platform covers CRM, inventory, sales, aftersales, finance, and digital retailing tools, enabling OEMs and dealers to streamline operations and enhance customer experiences across physical and digital channels. The company supports 18,000+ retail sites in 90+ countries, serving brands such as BMW, Jaguar Land Rover, and Toyota. Headquartered in London, Keyloop operates development and support centers across Europe, North America, Asia-Pacific, and Latin America, offering data-driven insights and open APIs that connect the broader automotive ecosystem.
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