Customer support associate resolving technical issues and guiding users of AlphaSense’s AI - powered market intelligence platform. Partnering with Product, Engineering, SRE, and Customer Education teams.
About the role
- Customer and product support associate helping enterprise users maximize AlphaSense’s AI-powered market intelligence platform. Troubleshooting technical issues, guiding customers, and partnering with Product, Engineering, and SRE.
Responsibilities
- Act as the first line of defense and escalation point for complex customer inquiries and technical issues
- Guide customers through product features and functionalities
- Identify common questions and improve documentation, help center articles, and in-app tours
- Partner with Customer Education during live training sessions and own the chat function
- Investigate, diagnose, troubleshoot, and resolve email and live-chat queries
- Lead support calls with customers as needed
- Escalate tickets to appropriate teams and provide regular customer updates through resolution
- Collaborate with Product and Engineering by conveying customer feedback, feature requests, and product opportunities
- Qualify, triage, and repackage debugging steps for technical teams
- Own Level 1 support of internal support channels
- Lead incident responses with SRE and liaise between Engineering and Support
- Build expertise in AlphaSense products and stay current on new features
- Contribute to and lead new-hire training sessions and onboarding material updates
- Create and update knowledge base articles, tutorials, and support documentation
- Lead beta testing of new features and provide feedback to the Support team
Requirements
- 3 or more years of experience in a client/product support role
- Intelligent, articulate, consultative, and confident client-facing professional
- Customer-first mindset
- Ability to work through complex problems and find solutions
- Collaborative approach and willingness to assist others
- Strong communication skills and ability to explain complex issues simply
- Stable, professional home working environment equipped for high-level support
- Capacity for a dual-screen configuration
- Curiosity, proactivity, continuous improvement mindset, and ability to learn and adapt quickly
- Strong attention to detail and effective time management
- Ability to rigorously prioritize under pressure
- Interest in AI, technology, and software applications
Benefits
- Performance-based bonus may be offered
- Equity may be offered
- Generous benefits program
- Dual-screen equipment provided by AlphaSense
- Customer Education and professional development exposure
- Career growth and cross-functional exposure
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Degree requirement
No Education Requirement
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