Associate, Customer & Product Support

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 recurring questions and improve documentation, help center articles, and in-app tours • Partner with Customer Education on live training, answer queries, and own chat during sessions • Investigate, diagnose, troubleshoot, and resolve queries through email and live chat • Lead support calls with customers as needed • Escalate tickets to appropriate teams, provide regular updates, and confirm 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 expertise in the AlphaSense product 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 for new features and provide feedback

🎯 Requirements

• 3 or more years of experience working in a client/product support role • Customer-first mindset • Strong communication skills and ability to explain complex issues simply • Stable and professional home working environment equipped for high-level support • Capacity for a dual-screen configuration • Curiosity, proactivity, continuous improvement mindset, ability to learn quickly and adapt • Strong attention to detail and effective time management • Ability to prioritize rigorously under pressure • Interest in AI, technology and software applications

🏖️ Benefits

• Performance-based bonus • Equity • Generous benefits program • Dual-screen equipment provided by AlphaSense • Remote work arrangement • Cross-functional exposure and career growth opportunities • AlphaSense never asks candidates to pay for job applications, equipment, or training