Associate, Customer & Product Support
Skills
About the Role
You will join the Customer & Product Support team, acting as the first line of support for AlphaSense customers. You'll act as a point of escalation for the wider Support team, addressing complex customer inquiries and resolving technical issues. You'll guide customers through platform features and functionalities, ensuring they get the most value from AlphaSense. You'll investigate, diagnose, troubleshoot and solve queries received through email and live chat, and lead support calls directly with customers when needed. You'll partner closely with Product and Engineering teams, fielding feedback and feature requests to identify product opportunities. You'll lead wider incident responses alongside SRE, and you'll continuously build your product knowledge, contributing to training sessions, onboarding materials and support documentation as you grow your career at AlphaSense.
Requirements
- 3 or more years of experience working in a client/product support role
- Customer-first mindset with ability to solve complex problems
- Strong communication skills to explain complex issues simply
- Stable and professional home working environment equipped for high-level support, including dual-screen configuration
- Curious, proactive and continuous improvement mindset
- Strong attention to detail, time management and prioritization skills under pressure
- Interest in AI, technology and software applications
Responsibilities
- Act as the first line of defense and escalation point for the wider Support team
- Guide customers through features and functionalities to resolve their challenges
- Identify commonly asked questions to improve documentation and help center articles
- Partner with Customer Education on live training sessions and own the chat function
- Investigate, diagnose, troubleshoot and resolve queries via email and live chat
- Lead support calls directly with customers as needed
- Escalate tickets to appropriate teams and retain ownership through resolution
- Field feedback and feature requests to identify product opportunities
- Qualify, triage and repackage debugging steps for technical teams
- Own level 1 support of internal support channels and prioritize fixes
- Lead wider incident responses in partnership with SRE
- Stay up-to-date on new product features and fill knowledge gaps
- Contribute to and lead new hire training sessions and onboarding materials
- Create and update knowledge base articles, tutorials and support documentation
- Test new features for beta and act as an expert for the Support team
Benefits
- Equipment provided by AlphaSense for home working setup