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

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