Customer Support Specialist - Pittsburgh

myKaarma is a leading company in fixed ops solutions for the automotive industry, seeking a Customer Support Specialist to enhance customer satisfaction. The role involves diagnosing and resolving customer concerns, collaborating with various teams, and advocating for customer needs to improve product quality and service efficiency.

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

Skills

• 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
• Health and Wellness
• Time Off
• In-Office Perks

Company Overview

Company H1B Sponsorship