Support Analyst Tier 1/ Tier 2 Hybrid

Role Overview: As a Support Analyst Tier 1 & Tier 2 at myKaarma, you will play a crucial role in providing technical support to U.S.-based customers. Your primary responsibilities will include handling Tier 1 and Tier 2 issues, communicating effectively with clients through phone, chat, and email, and collaborating with internal teams to resolve technical problems efficiently. Key Responsibilities: - Provide customer-facing support by offering fast, clear, and empathetic assistance to U.S. automotive clients via phone, email, and chat. - Triage, troubleshoot, and resolve common product issues and inquiries at Tier 1 & Tier 2 levels. - Use tools like logs, SQL queries, and basic code review to identify root causes of complex technical problems; escalate when necessary and strive for timely resolution. - Collaborate closely with Engineering and Product teams to investigate and address high-priority issues and bugs. - Contribute to process improvement by identifying common issues and recommending enhancements in documentation, workflows, or products. - Maintain detailed case notes and contribute to expanding internal and external knowledge bases through proper documentation. Qualifications Required: - 2+ years of experience in a technical support, helpdesk, or customer support role, preferably in a SaaS or B2B environment. - Bachelor's degree in Engineering. - Strong customer service skills with a focus on empathy, patience, and problem-solving to deliver exceptional customer experiences. - Technical proficiency in SaaS platforms and basic troubleshooting, with knowledge of APIs or integrations as a plus. Basic understanding of SQL and experience with debugging tools or support platforms like Zendesk, Salesforce, or Postman. - Excellent English communication skills, both verbal and written, to effectively support U.S.-based customers. - Proactive and analytical problem-solving abilities with a knack for resolving complex challenges. - Proficiency in CRM/ticketing tools such as Zendesk, Salesforce, or similar platforms. - Adaptability to thrive in a fast-paced environment, manage multiple priorities, and willingness to work night shifts aligning with U.S. business hours. Additional Details: - The starting salary at myKaarma is determined based on experience and qualifications, reflecting a commitment to competitive industry compensation. - Flexible work environment with a Highly Aligned, Loosely Coupled model that values innovation and continuous improvement. - Health and telework stipends, generous vacation time, and other benefits that support personal and professional well-being are part of the Total Rewards package offered by myKaarma. Note: The company values diversity and encourages candidates to apply even if they meet some but not all of the listed qualifications.,