Associate Customer & Product Support

Summary

Join AlphaSense, a leading provider of AI-driven market intelligence, as an Associate, Customer & Product Support. This role combines technical knowledge of the platform with a deep understanding of users across various segments and business units. You will be responsible for providing excellent customer service, resolving technical issues, and maximizing customer engagement. This position offers cross-functional exposure, allowing you to learn and grow within the company.

Requirements

• An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role
• You possess a customer-first mindset and enjoy working through complex problems to find solutions
• You thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed
• You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms
• You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure
• You have an interest in AI, technology and software applications

Responsibilities

• Deliver a world-class customer experience
• Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues
• Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions
• Identify commonly asked questions to help drive better documentation, help center articles or in-app tours
• Partner with Customer Education on live training, answering queries and owning the chat function within each session
• Provide impeccable customer support
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed
• You will escalate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution
• Act as a key partner to Product and Engineering
• You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives
• Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution
• Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate
• Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information
• Be an expert on our product and continuously build your knowledge
• Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge
• Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise
• Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team