Analyst, Customer & Product Support
Skills
About the Role
You'll join the growing Customer & Product Support team, combining technical knowledge of the AlphaSense solution with a deep understanding of users across all segments and business units to help them realize maximum value from the platform. As part of the first line of support, you'll play a key role in maximizing prospect and customer health, and you'll partner with product management and engineering to shape future product developments. This role offers cross-functional exposure across the business, giving you great visibility into different career paths as you grow with the company.
Requirements
- 1-2 years of experience working in a client/product support role
- Customer-first mindset and enjoyment working through complex problems to find solutions
- Enjoys being part of an entrepreneurial team and works diligently to help others when needed
- Strong communicator with an innate ability to distill and explain complex issues in simple terms
- Strong analytical, critical thinking and problem solving abilities
- Team player who enjoys building strong cross-group working relationships
- Curious, proactive and possesses 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 advocate for all customers globally to ensure 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
- Deliver on predefined team targets including delivering outcomes with high quality and excellence
- 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 retain a position as the customer's point person through regular updates and confirming resolution
- Collaborate effectively with technical and non-technical global stakeholders
- Be an expert on the product and continuously build knowledge
- Proactively learn and stay up-to-date on new features and fill any gaps in knowledge
- Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation
- Assist with special projects as assigned