The Company:
Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders own struggle with the lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more.
We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We're slated for even faster growth on the path to becoming market leaders through a unique strategic partnership with Blackbaud (read more here & here)
Our customers are universities and high schools and in most cases, we're working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple - Engage more alumni and raise more money from them. 90%+ of our customers are from the US currently but we're starting sales in UK and Canada this year so we'll start to see some more customer regions this year. Our team is based in India and the USA. The India team is based in Bangalore and the US team is fully remote.
The Opportunity
While a small team of engineers built a product that helped us scale until this point, the company's growth from here is based on a multi-product strategy. The way we're scaling our product team is in line with the company's strategy. After all, we're big believers in Conway's law.
We have grown from 100 to 300 customers within a couple of years. As our primary focus is to provide a seamless experience to our customers, we are looking to hire a support engineer. This individual will assist us with the implementation journey for new customers and serve as a liaison with the engineering team, resolving technical queries passed on by the Customer Support team. As the first point of contact at Almabase, you will be responsible for setting a high standard for customer satisfaction.
Responsibilities
- Implementation: Handle implementation for customers. Set up their site, help them set up data from their CRM to Almabase, help them set up payment gateways, and also train them on how to move data between Almabase and Raiser's Edge.
- Tech Support: Handle technical inquiries, troubleshoot, and resolve issues in a timely and effective manner. (L2 support requests)
- Product Knowledge: Maintain an in-depth understanding of the product, its features, and updates to assist users effectively.
- Documentation: Create and maintain support documentation, guides, and FAQs to facilitate self-service for customers.
- Feedback Loop: Liaise with the product and development teams, providing feedback and insights from customers to improve the product.
- Continuous Improvement: Identify patterns in support requests and work on strategies to reduce frequently encountered issues.
- Training: Provide training sessions for customers, partners, and internal teams.
- Collaboration: Work closely with other teams (like sales, and customer success) to ensure seamless customer experience.
- Escalation Management: Identify critical issues and escalate them appropriately to ensure they are addressed promptly.
Work Timings:
Requirements
- 1-3 years of experience in technical support, IT support for software/ web applications.
- Strong problem-solving skills and technical aptitude.
- Excellent written and verbal communication skills.
What does your 1st year look like at Almabase
First Month
- Learn all aspects of products and critical workflows for each of the products as part of your training.
- Knowing different areas where customers get stuck today and need technical support.
- Know what is covered during the implementation call and start getting training on those aspects.
- Get looped into a couple of kick-off calls with the customers.
- Knowing current technical support metrics like Average response time, Average Resolution time, and Customer Effort Score for technical setup.
By the 3rd Month
- You'll have been implemented at least 7-10 customers by now
- You'll have been well versed with domain setup, database integrations, payment gateway setup etc
- You'll have started gaining knowledge on the product and started contributing in some way towards L2 support tickets
By the 6-12 Month
- You'll have been well-versed in the implementation process by now
- You'll have set up a robust framework and processes to loop back continuous improvement feedback to the product roadmap
- You'll have optimised a lot of areas where technical implementation would have become self-served by now
- You'll have been well versed with Almabase products and would become a point of contact for the support team for L2 requests.
Benefits:
This is what our team members enjoy the most at Almabase:
- Strong Culture: We have a culture that we're proud of. Read more on how our team feels about the company on Glassdoor (here). When you work at Almabase you get to work with amazing people that will help you grow to become the best version of yourself.
- Transparency & Trust: An environment that trusts each individual's ability and creativity to achieve the best outcome for the team. High levels of transparency to help you get exposure to what's happening across the business.
- Great Salary & Equity: Along with competitive salaries, our top performers and leaders get stock options. As Almabase continues to grow, you'll have a real opportunity to create wealth for yourself and your family.
- More than just work: One big secret to our success (shhh this is just between us) is finding the balance between work and play. We have plenty of activities throughout the year that help build esprit de corps whether they are intense cricket/football/basketball matches, or fun-filled music/dance/trivia/game nights.
