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Support Analyst Tier 1/ Tier 2 Hybrid

Fresher   Noida, Uttar Pradesh   17 Dec, 2025
myKaarma
Job LocationNoida, Uttar Pradesh
EducationNot Mentioned
SalaryNot Disclosed
IndustryAutomobile / Auto Ancillaries
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    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.- Bachelors 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.,

Keyskills :
Technical SupportSQLDebugging toolsZendeskSalesforceJavamicroservicesSpring BootJiraCustomer Service ExcellenceSaaS platformsPostmanCRMticketing tools

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