Support Specialist

1 month ago

Pittsburgh, United States myKaarma Full time

Job Type: Full-time

Job Location: Pittsburgh, USA

Company: myKaarma


Company Overview:

myKaarma is a highly integrated team of people that strive to streamline and make the customer experience of Automotive Dealerships totally frictionless. We believe that creating simple and transparent interactions give people back their most precious commodity, Time. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners.


Role Description:

If you're passionate about assisting others and have a knack for technology, we invite you to consider joining the myKaarma Operations Team As a Customer Support Specialist, your primary responsibility will involve directly engaging with myKaarma customers via phone, chat, and web to address product-related inquiries. Acting as a trusted advisor and valued partner, you'll strive to provide a personalized and effective support experience through innovative problem-solving. Collaborating closely with customers, you'll aid in fostering business growth while ensuring a welcoming and inclusive atmosphere within the myKaarma Support team.


Sitting alongside our product managers, deployment, OEM Relations team members and company leadership in our beautiful Pittsburgh Office you'll have the opportunity to interact with a variety of stakeholders. Your contributions will be instrumental in refining processes and improving new systems and products to exceed user expectations.


Our team embodies a blend of intelligence, ambition, and empathy, all dedicated to achieving success. We're committed to nurturing talent, empowering individuals, and fostering continuous growth in a dynamic startup environment where versatility is key.


We operate as a hybrid team, and this role is based in our Pittsburgh office. If you're ready to embark on an exciting journey where every day brings new challenges and opportunities for learning and development, we'd love to hear from you.


We look forward to speaking with you if your approach aligns with the following Q&A sample:


Interviewer: Please tell me what makes you exceptional at providing support to customers?


Customer Support Specialist: The foundation of my support is first understanding my customers. What sets me apart is my commitment to understanding customers' issues firsthand. By empathizing with their situations, I can communicate with them in a way that diffuses tensions and fosters trust. Additionally, my strong troubleshooting skills enable me to accurately diagnose their concerns and offer solutions in a consultative manner, ensuring I never promise more than I can deliver.


The Support Specialist will be responsible for the following:

- Provide over-the-top, outstanding customer service.

- Help build, support, and set the direction and strategy of our Operations Team.

- Assist users with queries and troubleshooting.

- Engage closely with our product and engineering teams to help determine the best technical implementation methods for products.

- Understand user needs and provide feedback on our systems.

- Manage multiple tech tools for tracking tasks, tickets, escalations (such as GChat, Zendesk, JIRA, Intercom, etc)


Skills and Qualifications:

- Resourceful

- Curious

- Relentless about helping the team and customers

- Tenacious

- Excellent critical thinking skills

- Learns technology quickly

- Pleasant phone presence

- Self-driven & highly motivated

- Bachelor's Degree (commitment, dedication, & poise will be considered even if no degree)

- Knowledge of Zendesk, Insightly, JIRA, etc. are encouraged

- Knowledge of SQL or querying languages are encouraged

- Previous experience in the automotive or technology industries is encouraged


We Offer:

  • A casual, flexible working environment where we encourage values like “Active Dissent” with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.
  • We offer a mix of office/work-from-home with a core focus on “getting the job done”
  • Paid medical/dental/vision/life/disability benefits
  • Unlimited vacation time (subject to some practical constraints)
  • Gym membership allowance
  • Unlimited snacks (in the office)

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