Support Analyst Tier 1/ Tier 2 Hybrid Noida

Role Overview: As a Support Analyst Tier 1 & Tier 2 at myKaarma, you will play a crucial role in providing front-line support for U.S.-based customers, handling Tier 1 and Tier 2 technical issues. Your primary responsibility will be to deliver fast, clear, and empathetic support via phone, email, and chat, ensuring outstanding customer experiences. This position offers a unique opportunity to work in a SaaS environment and deepen your technical skills while resolving common product issues efficiently. Key Responsibilities: - Customer-Facing Support: Provide fast and empathetic support to U.S. automotive clients through phone, email, and chat channels. - Tier 1 & Tier 2 Support: Triage, troubleshoot, and resolve common product issues, aiming to identify root causes of complex technical problems using tools like logs, SQL queries, and basic code review. - Technical Collaboration: Collaborate with Engineering and Product teams to investigate and resolve high-priority issues and bugs. - Process Contribution: Flag common issues and suggest improvements in documentation, workflow, or product enhancements. - Documentation: Maintain detailed case notes and contribute to expanding internal and external knowledge bases. Qualifications Required: - Experience: Minimum 2 years in technical support, helpdesk, or customer support role, preferably in a SaaS or B2B setting. - Education: Bachelor's degree in Engineering. - Customer Service Excellence: Ability to deliver exceptional customer experiences with empathy and patience. - Technical Aptitude: Proficiency with SaaS platforms, basic troubleshooting skills, familiarity with APIs, and basic understanding of SQL. Experience with debugging tools and support platforms like Zendesk or Salesforce is beneficial. - English Proficiency: Strong verbal and written communication skills in English to support U.S.-based customers effectively. - Problem-Solving: Proactive and 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 to work night shifts to align with U.S. business hours (6:30 pm-2:30 am). Additional Company Details: At myKaarma, we value diverse experiences and backgrounds, encouraging candidates to apply even if they meet some but not all of the listed qualifications. We offer a comprehensive Total Rewards package, including bonuses and benefits that support personal and professional well-being. Our commitment to creating an inclusive workplace where every employee feels valued and empowered drives our mission to deliver exceptional solutions to our clients.,