Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Karishma Saigal

Melbourne,VIC

Summary

Customer-focused professional with extensive experience in SaaS, ERP, and payroll solutions, specializing in MYOB Acumatica. Passionate about partnering with customers to understand their goals, drive adoption and retention, and deliver meaningful outcomes. Skilled in building trusted relationships, leading strategic conversations, and navigating complex cross-functional environments. Collaborates closely with Product, Engineering, Sales, Support, and Success teams to champion customer needs and influence continuous improvements. Bring a proactive and detail-oriented mindset to optimise planning, communication, and documentation, ensuring stronger customer satisfaction, retention, and growth throughout the customer lifecycle.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Senior Support Analyst

MYOB
09.2022 - Current
  • Provided expert technical support for MYOB’s Acumatica Business and Payroll platform, resolving complex issues and ensuring a smooth user experience
  • Collaborated with cross-functional teams to investigate and resolve escalated incidents through detailed investigation.
  • Applied effective issue resolution techniques to maximize positive outcomes and enhance customer satisfaction.
  • Maintained strict compliance with data security standards while handling sensitive customer information.
  • Documented solutions and best practices in the internal knowledge base to support knowledge sharing and continuous improvement.
  • Fostered strong relationships with both customers and internal stakeholders through clear, professional communication and a collaborative, solutions-focused approach.
  • Served as the dedicated support analyst for a VIP client, building trust through consistent communication and tailored support strategies, resulting in a significant reduction in their case volume over time.
  • Assisted with team rostering to ensure consistent support coverage across shifts, maintaining service levels and minimizing response delays.

Customer Support Representative

MYOB
03.2022 - 09.2022
  • Managed first point of contact calls with professionalism.
  • Utilized CRM tools effectively to track customer interactions and maintain records.
  • Liaised with internal teams to resolve customer concerns, escalate issues.
  • Triaged incoming emails to make sure they got to the right team.
  • Trained new hires on procedures, and best practices in customer support roles.

Education

University of Buffalo, NY, USA

Skills

  • Problem resolution
  • Incident management
  • Software support
  • Stakeholder communication
  • Configuration management
  • Test environment management
  • Cross-functional coordination
  • Developing relationships
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking

Certification

  • MYOB Acumatica Implementer Certification - Level 1
  • MYOB Acumatica Implementer Certification - Level 2
  • MYOB Acumatica Implementer Certification - Level 3
  • Acumatica specialised certification, Wholesale Distribution: Foundation, Advanced & Masterclass
  • Project Management Foundations: Schedules (LinkedIn)

Timeline

Senior Support Analyst

MYOB
09.2022 - Current

Customer Support Representative

MYOB
03.2022 - 09.2022

University of Buffalo, NY, USA

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Karishma Saigal