AlphaSense - Associate, Customer & Product Support
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Requirements
• An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role. • You possess a customer-first mindset and enjoy working through complex problems to find solutions. • You thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed. • You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise. • You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms. • You maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows. • You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job. • You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure. • You have an interest in AI, technology and software applications.
Responsibilities
• Deliver a world-class customer experience. • Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues. • Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions. • Identify commonly asked questions to help drive better documentation, help center articles or in-app tours. • Partner with Customer Education on live training, answering queries and owning the chat function within each session. • 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. • You will escalate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution. • Act as a key partner to Product and Engineering. • You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives. • Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution. • Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate. • Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information. • Be an expert on our product and continuously build your knowledge. • Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge • Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes. • Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise. • Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team. • AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. • In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. • Recruiting Scams and Fraud • We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: • AlphaSense never asks candidates to pay for job applications, equipment, or training. • All official communications will come from an @alpha-sense.com email address. • If you’re unsure about a job posting or recruiter, verify it on our Careers page. • If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
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