Hybrid Support Analyst

at myKaarma

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: $24 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Pittsburgh, United States

About the role

• Support Analyst for myKaarma's SaaS platform, diagnosing customer concerns and ensuring satisfaction through effective solutions. Collaborating with product management, engineering, and customer success teams.

Responsibilities

• Serve as the voice of the customer within myKaarma, providing insights to enhance product and service quality.
• Provide timely and effective support to dealerships via phone, email, or chat, resolving issues with a customer-first mindset.
• Troubleshoot and analyze technical issues, identify root causes, and implement solutions.
• Accurately log and document customer interactions, issues, and resolutions in our CRM system to maintain a robust knowledge base.
• Work closely with the Product and Engineering teams to report bugs, recommend improvements, and ensure timely resolutions.
• Educate customers on best practices, feature usage, and updates to maximize the value they derive from myKaarma products.
• Identify recurring issues and contribute to developing workflows or tools that improve support efficiency and effectiveness.

Requirements

• 1+ years in technical support, customer support, or helpdesk role, preferably in a SaaS or B2B environment.
• Proven ability to provide excellent customer service in a professional, empathetic, and patient manner.
• Familiarity with SaaS platforms, technical troubleshooting, and a basic understanding of APIs or integrations (preferred).
• Strong verbal and written communication skills with the ability to explain complex concepts clearly and concisely.
• Proactive and analytical approach to identifying and resolving issues.
• Experience with CRM systems, ticketing tools (e.g., Zendesk), and support documentation platforms.
• Ability to adapt to a fast-paced environment and handle multiple priorities effectively.

Benefits

• Flexible Work Environment : We embrace a high-performance, flexible structure that values freedom and responsibility.
• Health and Wellness : Comprehensive medical, dental, vision, life, and disability benefits, along with wellness and telework stipends.
• Time Off: Generous vacation time to recharge and balance life outside work.
• In-Office Perks: Enjoy dog-friendly offices and unlimited snacks or refreshments onsite.