Associate, Customer & Product Support

AlphaSense

10d•$65,000 - $81,000•Remote

About The Position

AlphaSense is seeking an Associate, Customer & Product Support to join their growing Customer & Product Support (C&PS) team. This role combines technical knowledge of AlphaSense's platform with a deep understanding of users across various segments and business units to ensure customers realize maximum value. The C&PS team is crucial for excellent customer service, maximizing prospect and customer health, and acts as the first line of support. This role drives usage and engagement and collaborates with product management and engineering on future product developments. It serves as an excellent launching point for career growth at AlphaSense, offering cross-functional exposure. AlphaSense is a market intelligence and search platform powered by AI, trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011 and headquartered in New York City, AlphaSense has over 2,000 employees globally with offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. The recent acquisition of Tegus in 2024 further strengthens AlphaSense's mission to empower professionals with AI-driven market intelligence.

Requirements

3 or more years of experience working in a client/product support role.
Customer-first mindset and enjoy working through complex problems to find solutions.
Thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed.
Dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise.
Strong communicator with an innate ability to distill and explain complex issues in simple terms.
Maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows.
Curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt.
Strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
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.
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.
Field 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 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.