The Opportunity

As a Product Support Engineer at Almabase, you will play a crucial role in ensuring our customers have a smooth and efficient experience with our products. You will be the bridge between our users and our engineering team, helping to troubleshoot issues, provide solutions, and improve our product based on user feedback. This role is perfect for someone who is passionate about customer satisfaction and enjoys solving technical problems.

You will have the opportunity to work on:

Data Integration: Support customers in integrating their data with third-party CRM systems.

Event and Fundraising Tools: Assist in optimizing tools for event management and fundraising.

Payment and Communication Systems: Troubleshoot and provide support for our payment and communication systems.

High System Uptime: Collaborate with the engineering team to maintain high uptime and reliability.

Responsibilities

As a Product Support Engineer at Almabase, you will:

Customer Support: Provide timely and effective support to customers via email, chat, and phone. Resolve technical issues and guide users in using our products efficiently. Maintain the SLA of resolving technical issues.

Troubleshooting: Diagnose and troubleshoot technical problems by replicating issues and finding solutions. Document and escalate complex issues to the engineering team as necessary.

Product Knowledge: Gain a deep understanding of our products and services to provide accurate and helpful support. Stay updated with new features and improvements.

Feedback Loop: Collect and analyze customer feedback to identify areas for product improvement. Work closely with the engineering and product teams to address these issues.

Documentation: Create and maintain support documentation, including FAQs, guides, and troubleshooting steps, to empower customers to find solutions independently.

Training: Conduct training sessions and webinars for customers to help them get the most out of our products.

Requirements

Freshers- If you are passionate about customer success and have knowledge in Python and RDBMS, this role is for you.

Technical Skills: Basic understanding of software development principles and familiarity with tools like CRMs and communication platforms. Familiarity with Python and relational database management systems (RDBMS) is essential as this role requires debugging and in the future adding code to the repository as well.

Problem-Solving Skills: Ability to diagnose technical issues and provide effective solutions. Analytical thinking and a systematic approach to troubleshooting.

Communication Skills: Excellent written and verbal communication skills. Ability to explain technical concepts to non-technical users clearly.

Customer-Centric Mindset: Passionate about helping customers and ensuring their success with our products.

What Does Your 1st Year Look Like at Almabase?

First Month

Learn about our products, support tools, and workflows.

Begin handling customer queries with guidance from senior team members.

Familiarize yourself with our documentation and create your first support articles.

By the 3rd Month

Be proficient in resolving common customer issues independently.

Start contributing to the feedback loop by identifying common problems and suggesting improvements.

Develop a good understanding of data integration and our event and fundraising tools.

By the 6th to 12th Month

Become a go-to person for support on specific product areas.

Lead training sessions and create comprehensive documentation for new features.

Actively participate in product improvement discussions based on customer feedback.

This role offers a chance to make a significant impact on customer satisfaction and product quality at Almabase. If you are passionate about helping users and solving technical problems, apply now!