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.
About the role
- 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.
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 recurring questions and improve documentation, help center articles, and in-app tours
- Partner with Customer Education on live training, answer queries, and own chat during sessions
- Investigate, diagnose, troubleshoot, and resolve queries through email and live chat
- Lead support calls with customers as needed
- Escalate tickets to appropriate teams, provide regular updates, and confirm resolution
- Partner with Product and Engineering by conveying customer feedback and feature requests
- 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 the AlphaSense product and stay current on new features
- Contribute to and lead new-hire training sessions
- Create and update knowledge base articles, tutorials, and support documentation
- Lead beta testing for new features and provide feedback
Requirements
- 3 or more years of experience working in a client/product support role
- Customer-first mindset
- Strong communication skills and ability to explain complex issues simply
- Stable and professional home working environment equipped for high-level support
- Capacity for a dual-screen configuration
- Curiosity, proactivity, continuous improvement mindset, ability to learn quickly and adapt
- Strong attention to detail and effective time management
- Ability to prioritize rigorously under pressure
- Interest in AI, technology and software applications
Benefits
- Performance-based bonus
- Equity
- Generous benefits program
- Dual-screen equipment provided by AlphaSense
- Remote work arrangement
- Cross-functional exposure and career growth opportunities
- AlphaSense never asks candidates to pay for job applications, equipment, or training
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Degree requirement
No Education Requirement
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