Associate, Customer & Product Support

About the Team:

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role:

We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support.  This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market. 

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

Who You Are:

• An intelligent, articulate, consultative and confident client-facing professional with 1-2 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 enjoy being part of an entrepreneurial team and work diligently to help others when needed.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• 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.

What You’ll Do:

• Deliver a world-class customer experience.
• Act as the first line of defense and advocate for all of customers globally to ensure we deliver 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. 
• 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. 
• You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
• 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
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.