1. Manage the product desk to efficiently handle queries and requirements from the customer support team
2. Act as the primary point of contact for internal teams regarding customer-related product concerns
3. Ensure timely resolution and documentation of all support-related issues
4. Serve as a product specialist by coordinating with internal teams such as development, sales, and customer support to address customer queries and requirements
5. Facilitate smooth communication between teams to enhance customer satisfaction
6. Work closely with cross-functional teams to ensure product-related issues and improvements are addressed efficiently
7. Participate in customer meetings as a representative of the Product Team to manage and resolve customer queries effectively
8. Gather insights from customer interactions to drive product improvements
9. Provide product demonstrations and explain technical aspects to customers when required
10. Collect, process, track, and manage new feedback and requirements from customers and potential leads through various sources (support tickets, calls, emails, and meetings)
11. Prioritize and document feedback to ensure actionable insights are shared with the product and development teams
12. Maintain a structured database of customer feedback and track resolution progress
13. Assist the product team in executing backend operations, including running targeted campaigns and product experiments
14. Support product-related operational tasks such as user testing, feature rollout planning, and impact analysis
15. Monitor the success of product initiatives and provide recommendations for improvements
Requirements:
1. Bachelor's degree in a relevant field such as IT, CSE, business administration, etc.
2. 1+ years of experience in product support, operations, customer success, or a related field
3. Strong problem-solving skills with the ability to analyze customer issues and provide effective solutions
4. Excellent verbal and written communication skills
5. Ability to collaborate with multiple teams and manage multiple tasks simultaneously
6. Proficiency in tools like JIRA, Zendesk, Freshdesk, Confluence, or any relevant software used
7. Basic understanding of SaaS platforms, CRM tools, and customer experience frameworks is a plus
AlmaShines, founded by 3 IIT Kanpur alumni, provides cloud-based platforms built to revolutionize the education ecosystem by empowering the institutes to build & manage alumni communities. AlmaShines offers all the required infrastructure, knowledge, and resources to streamline alumni relations and solicit alumni support for the development of the institute and its students.
Based in India, AlmaShines provides virtual alumni engagement solutions, including an Alumni Platform, Virtual Alumni Events Platform, database management system, Alumni Mobile App, and election management system to cater to end-to-end engagement needs of alumni offices toward building a thriving alumni community. Trusted by 850+ institutes in 14 countries, including the likes of IIM Bangalore, IIT Madras Alumni Association, IIT Delhi Alumni Association, SPJIMR, MDI Gurgaon, and the University of Western Macedonia.
