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Associate, Customer & Product Support

2 hours ago
Canada
Full-time
Junior
Customer Support
Product Management
Apply Now
Alphasense

Alphasense

Alphasense is a global leader in providing high-quality gas sensors and air quality monitors to industrial OEMs. With over 25 years of experience, the company offers a wide range of innovative gas sensor technologies for various applications, including...

Industrial Conglomerates
51-250
Founded 1996
View All Jobs 159

Description

  • Act as the first line of support and escalation for complex customer inquiries and technical issues.
  • Guide customers through product features and functionality to help them fully resolve questions and challenges.
  • Investigate, diagnose, troubleshoot, and resolve issues received through email, live chat, and support calls.
  • Escalate tickets to the appropriate teams and keep customers updated through resolution.
  • Partner with Customer Education on live training sessions, including managing the chat function and answering questions.
  • Identify recurring customer questions and contribute to better documentation, help center articles, and in-app tours.
  • Collaborate with Product and Engineering by fielding feedback, feature requests, and product opportunities.
  • Qualify, triage, and repackage debugging steps for technical teams to support faster resolution.
  • Own level 1 support for internal support channels and prioritize fixes where appropriate.
  • Lead incident response efforts with SRE and act as a liaison between Engineering and Support during incidents.
  • Continuously build product expertise by learning new features and staying current on platform updates.
  • Contribute to onboarding, beta testing, support documentation, tutorials, and new hire training.

Requirements

  • 3 or more years of experience in a client support or product support role.
  • Strong client-facing communication skills with the ability to explain complex issues in simple terms.
  • Customer-first mindset with the ability to work through complex problems and find solutions.
  • Ability to thrive in a collaborative environment and provide support to others as needed.
  • Strong attention to detail, time management skills, and the ability to prioritize under pressure.
  • Curiosity, proactivity, and a continuous improvement mindset with the ability to learn quickly and adapt.
  • Interest in AI, technology, and software applications.
  • Stable and professional home working environment suitable for high-level support, including dual-screen capability; equipment is provided by AlphaSense.
  • Technical knowledge is expected to be learned on the job given the diverse client base.
  • Experience contributing to training, documentation, or product feedback workflows is preferred.

Benefits

  • Base compensation range of $60,000–$75,000 CAD.
  • Performance-based bonus opportunity.
  • Equity eligibility.
  • Generous benefits program.
  • Remote work in Canada.
  • Equal-opportunity employer committed to an inclusive and respectful workplace.
  • Reasonable accommodation provided for qualified employees with protected disabilities where required by law.

Interested in this position?

Apply directly on the company website

Apply Now

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