Associate, Customer & Product Support

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AlphaSense

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Debt Financing on 2022-06

Consulting • Healthcare • Marketing

AlphaSense is a market intelligence and search platform that empowers companies to unlock critical insights across an extensive universe of public and private content, including company filings, broker research, expert calls, and market trends. Its AI-driven technology affords users the ability to conduct comprehensive due diligence with speed and accuracy, reducing uncertainty and blind spots in decision-making. Trusted by major corporations, financial institutions, and asset management firms globally, AlphaSense serves sectors such as financial services, health care, and technology by providing generative AI-powered solutions that integrate internal proprietary data with external premium content.

📋 Description

• Act as the first line of defense and escalation point for complex customer inquiries and technical issues • Guide customers through product features and functionalities • Identify common questions and improve documentation, help center articles, and in-app tours • Partner with Customer Education during live training sessions and own the chat function • Investigate, diagnose, troubleshoot, and resolve email and live-chat queries • Lead support calls with customers as needed • Escalate tickets to appropriate teams and provide regular customer updates through resolution • Collaborate with Product and Engineering by conveying customer feedback, feature requests, and product opportunities • 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 expertise in AlphaSense products and stay current on new features • Contribute to and lead new-hire training sessions and onboarding material updates • Create and update knowledge base articles, tutorials, and support documentation • Lead beta testing of new features and provide feedback to the Support team

🎯 Requirements

• 3 or more years of experience in a client/product support role • Intelligent, articulate, consultative, and confident client-facing professional • Customer-first mindset • Ability to work through complex problems and find solutions • 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, and ability to learn and adapt quickly • 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 professional development exposure • Career growth and cross-functional exposure