Support Analyst Long

Role Description

As a Support Analyst you will play a key role in the Product Department at my Kaarma, working to diagnose and resolve customer concerns in a timely manner. You will be responsible for empathizing with the customer, troubleshooting customer concerns, etc., and will collaborate closely with product management, engineering, and customer success to achieve exceptional levels of 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 the value they derive 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.

At my Kaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive compensation includes 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: Enjoy 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 committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued and empowered and can do meaningful work. Our mission to deliver exceptional solutions to our clients is strengthened by the unique contributions and perspectives of our team members from all backgrounds.

As an equal opportunity employer, my Kaarma prohibits any form of unlawful discrimination or harassment based on race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable laws in the regions where we operate. We adhere to all EEOC regulations and actively promote an environment that celebrates and supports diversity, equity, and inclusion for all.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on my Kaarma. Please let us know if you require reasonable accommodations during the application or interview process by filling out this form.