myKaarma

Data Analyst

• Ensure data accuracy across all reports, including troubleshooting of existing reports.
• Dive deep into company data to understand the domain, uncover relationships between variables, and apply statistical analysis techniques to conduct correlation studies.
• Develop dashboards, reports, and visualizations to track KPIs across product usage and performance, for a diverse set of B2B customers.
• Perform ad-hoc analyses to answer strategic business questions, identify trends, and highlight opportunities for optimization.
• Collaborate with engineers to automate recurring data processes and reports to increase efficiency and reduce manual effort.
• Partner with Product, Customer Success, Sales, and Engineering teams to understand data needs.
• Maintain clear documentation for data sources, metrics definitions, and analysis methodologies.
• Share best practices, tools, and techniques with peers to promote a data-driven culture across myKaarma.

Support Engineer

• Deliver fast, clear, and empathetic support to U.S. automotive clients using phone, email, and chat.
• Triage, troubleshoot, and resolve common product issues and inquiries.
• Identify root causes of more complex technical problems using tools such as logs, SQL queries, and basic code review. Escalate when necessary, but aim to resolve where possible.
• Work closely with Engineering and Product teams to investigate and resolve high-priority issues and bugs.
• Flag common issues and recommend documentation, workflow, or product improvements.
• Maintain detailed case notes and help expand internal and external knowledge bases.

Support Analyst, Tier 1/Tier 2

• Diagnose tickets escalated by Tier 1 using application logs and analyzing business data
• Collaborate with Engineering team for solving high-priority issues
• Collaborate with Product teams for higher priority issues
• Contribute to building internal software

Tier 2 Technical Support Engineer

Consultant

• Serve as a key resource for dealerships after initial software setup, supporting ongoing configuration and optimization needs.
• Understand and respond to dealership workflows, identifying opportunities for improved efficiency and better software alignment.
• Collaborate with the Customer Engagement Management, Scheduler, and Service Cart teams to deliver a cohesive customer experience.
• Help translate dealership feedback into actionable software changes or enhancements without disrupting existing workflows.
• Contribute to the development and refinement of internal documentation and customer-facing resources.
• Proactively communicate any roadblocks and escalate when necessary, ensuring timely resolution.
• Participate in the continuous improvement of our implementation and support processes.
• Mentor internal team members on product knowledge to enhance cross-functional understanding.

Junior Application Setup Consultant

• 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.