Associate, Customer & Product Support

Summary

Join AlphaSense's growing Customer & Product Support team as an Associate, providing world-class customer service and maximizing platform value. You will act as the first line of support, troubleshooting issues, guiding users, and escalating complex problems. This role involves collaborating with product and engineering teams to improve the platform based on customer feedback. The position offers cross-functional exposure and opportunities for career growth within AlphaSense. You'll need 1-2 years of experience in a client/product support role, strong communication skills, and a customer-first mindset. AlphaSense offers a competitive salary and a generous benefits program.

Requirements

• An intelligent, articulate, consultative and confident client-facing professional with 1-2 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 enjoy being part of an entrepreneurial team and work diligently to help others when needed
• 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
• Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure
• You have an interest in technology, AI and software applications

Responsibilities

• Deliver a world-class customer experience
• Act as the first line of defense and advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues
• Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions
• 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
• You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly
• 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
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise

Benefits

You may also be offered equity, and a generous benefits program