Support Analyst Long

Overview

At my Kaarma, we’re redefining what’s possible for dealership service centers with a SaaS platform that combines communication, scheduling, and payment tools. Headquartered in Long Beach, California, our global team delivers a solution that keeps dealerships and vehicle owners connected and supports a culture of continuous improvement inspired by the Toyota Production System.

We’re looking for innovators, problem-solvers, and tech enthusiasts who are passionate about building solutions that people love to use. If you’re ready to make an impact in an industry ripe for change, join us at my Kaarma to help shape the future of automotive service.

As a Support Analyst you will play a key role in the Product Department at my Kaarma, diagnosing and resolving customer concerns in a timely manner. You will empathize with customers, troubleshoot issues, and collaborate with product management, engineering, and customer success to achieve exceptional customer satisfaction and department efficiency. This role offers the chance to work with a talented team and develop expertise in the automotive and engineering fields.

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

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

We value diverse experiences and backgrounds, so we encourage you to apply if you meet some but not all of the listed qualifications.

We offer a comprehensive Total Rewards package that extends beyond base salary, including bonuses and benefits that support both personal and professional well-being:

• Flexible Work Environment:
  We embrace a high-performance, flexible structure that values freedom and responsibility. Our “Highly Aligned, Loosely Coupled” model empowers teams to innovate and continuously improve using data-driven insights.
• 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:
  Dog-friendly offices and unlimited snacks or refreshments onsite.

The starting salary range for this role is $25/Hour, depending on experience and qualifications, reflecting our dedication to competitive industry compensation. Additional details about our Total Rewards package will be shared during recruitment.

At my Kaarma, diverse perspectives drive innovation and success. We are…