Support Analyst Noida

Role Description:

Support Specialist (Tier 1)

Key Responsibilities:

• Customer Advocacy:

  Be the voice of the customer within myKaarma, providing actionable feedback to improve product and service quality.

• Client Support:

  Deliver timely, professional, and effective support to U.S. dealerships via phone, email, and chat always with a customer-first mindset.

• Issue Diagnosis:

  Troubleshoot technical issues, identify root causes, and drive resolutions or escalate as needed.

• Documentation:

  Maintain accurate records of all customer interactions and solutions in our CRM system to build and sustain a valuable knowledge base.

• Collaboration:

  Partner with Product and Engineering teams to escalate bugs, recommend improvements, and track resolution progress.

• Knowledge Sharing:

  Educate customers on product features, best practices, and updates to help them maximize value.

• Process Improvement:

  Spot trends in support issues and contribute ideas for improving workflows, tools, and efficiency.
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  Required Skills and Qualifications:

• Experience:

  1+ years in a technical support, helpdesk, or customer support role, ideally in a SaaS or B2B setting.

• Customer Service Excellence:

  Empathetic, patient, and solutions-oriented with a proven ability to deliver outstanding customer experiences.

• Technical Aptitude:

  Comfortable with SaaS platforms and basic troubleshooting; familiarity with APIs or integrations is a plus.

• English Proficiency:

  Strong verbal and written communication skills in English

  are essential for supporting U.S.-based customers.

• Problem-Solving:

  A proactive, analytical thinker who enjoys resolving complex challenges.

• Tool Proficiency:

  Experience with CRM/ticketing tools such as Zendesk, Salesforce, or similar platforms.

• Adaptability:

  Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities.

• Shift Flexibility:

  Willingness and availability to work night shifts

  to align with U.S. business hours. ( Shifts 6:30 pm- 2:30 am )
  

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