Support Agent managing customer support queries for cloud - based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.
About the role
- Customer Support Specialist at myKaarma diagnosing and resolving customer concerns in the automotive SaaS industry. Collaborating with product and engineering teams to enhance service quality.
Responsibilities
- Serve as the voice of the customer within myKaarma, providing insights to enhance product and service quality.
- Provide timely and effective support to dealerships via phone, email, or chat, resolving issues with a customer-first mindset.
- Troubleshoot and analyze technical issues, identify root causes, and implement solutions.
- Accurately log and document customer interactions, issues, and resolutions in our CRM system to maintain a robust knowledge base.
- Work closely with the Product and Engineering teams to report bugs, recommend improvements, and ensure timely resolutions.
- Educate customers on best practices, feature usage, and updates to maximize the value they derive from myKaarma products.
- Identify recurring issues and contribute to developing workflows or tools that improve support efficiency and effectiveness.
Requirements
- 1+ years in technical support, customer support, or helpdesk role, preferably in a SaaS or B2B environment.
- Proven ability to provide excellent customer service in a professional, empathetic, and patient manner.
- Familiarity with SaaS platforms, technical troubleshooting, and a basic understanding of APIs or integrations (preferred).
- Strong verbal and written communication skills with the ability to explain complex concepts clearly and concisely.
- Proactive and analytical approach to identifying and resolving issues.
- Experience with CRM systems, ticketing tools (e.g., Zendesk), and support documentation platforms.
- Ability to adapt to a fast-paced environment and handle multiple priorities effectively.
Benefits
- Flexible Work Environment: We embrace a high-performance, flexible structure that values freedom and responsibility.
- 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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