Associate, Customer & Product Support
Posted 1hrs ago
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Job Description
AlphaSense, an AI-powered market-intelligence platform, seeks a support associate for enterprise customer and product issues. Troubleshooting inquiries, guiding users, supporting incidents, and partnering with Product and Engineering.
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 to maximize platform value
- Identify common questions and improve documentation, help center articles, and in-app tours
- Partner with Customer Education on live training, queries, and session chat
- Investigate, diagnose, troubleshoot, and resolve email and live-chat queries
- Lead support calls with customers as needed
- Escalate tickets to appropriate teams while providing customer updates and confirming 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 product expertise 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 and provide feedback on new features
Requirements:
- 3 or more years of experience working in a client/product support role
- Intelligent, articulate, consultative, and confident client-facing professional
- Customer-first mindset and ability to solve complex problems
- 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, quick learning, and adaptability
- 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 training exposure
- Cross-functional exposure and career growth opportunities
