Customer Support Specialist
About The Position
As a Customer Support Specialist you will play a key role in the Product Department at myKaarma, 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.
Requirements
- 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.
Nice To Haves
- Technical Aptitude: Familiarity with SaaS platforms, technical troubleshooting, and a basic understanding of APIs or integrations (preferred).
Responsibilities
- Customer Advocacy: Serve as the voice of the customer within myKaarma, 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 myKaarma products.
- Process Improvement: Identify recurring issues and contribute to developing workflows or tools that improve support efficiency and effectiveness.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
