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Associate, Customer & Product Support

20 hours, 11 minutes 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 61

Description

  • Act as the first line of support and escalation for complex customer inquiries and technical issues.
  • Guide customers through product features and functionalities to help them fully resolve questions and challenges.
  • Investigate, diagnose, and troubleshoot issues submitted through email, live chat, and support calls.
  • Escalate tickets to the appropriate teams and keep customers updated until resolution.
  • Partner with Customer Education on live training sessions, including handling chat and answering queries.
  • Collaborate with Product and Engineering by collecting feedback, feature requests, and debugging details.
  • Own level 1 support for internal support channels and prioritize fixes where appropriate.
  • Lead wider incident response efforts with SRE and serve as a liaison between Engineering and Support.
  • Contribute to onboarding, new hire training, and support process improvements.
  • Create and update knowledge base articles, tutorials, and other support documentation.

Requirements

  • 3 or more years of experience in a client-facing client/product support role.
  • Strong customer-first mindset and ability to work through complex problems.
  • Excellent communication skills with the ability to explain complex issues simply.
  • Ability to work collaboratively in a fast-paced environment.
  • Strong attention to detail, time management, and prioritization skills.
  • Curious, proactive, and able to learn quickly on the job.
  • Interest in AI, technology, and software applications.
  • Stable professional home working environment with capacity for a dual-screen setup.
  • Experience helping improve customer experience and enterprise outcomes (preferred).

Benefits

  • Base compensation of CAD $65,000–$75,000.
  • Performance-based bonus opportunity.
  • Equity eligibility.
  • Generous benefits program.
  • Remote work in Canada.

Interested in this position?

Apply directly on the company website

Apply Now

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