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Associate, Customer & Product Support

59 minutes ago
Canada
Full-time
Entry Level
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 84

Description

  • Serve as the first line of support and escalation point for complex customer inquiries and technical issues.
  • Investigate, diagnose, troubleshoot, and resolve customer questions through email, live chat, and support calls.
  • Guide customers through platform features and functionality to maximize product value.
  • Escalate tickets while maintaining ownership through regular customer updates and resolution confirmation.
  • Identify recurring questions and improve help-center content, documentation, and in-app guidance.
  • Partner with Customer Education by supporting live training sessions and managing session chat.
  • Relay customer feedback and feature requests to Product teams and repackage debugging details for Engineering.
  • Own Level 1 support for internal channels and help prioritize fixes.
  • Support incident response with SRE and coordinate accurate customer communications.
  • Develop product expertise, contribute to new-hire training, maintain support documentation, and test beta features.

Requirements

  • 3+ years of experience in a client-facing or product support role.
  • Strong customer-first mindset and ability to solve complex problems.
  • Excellent written and verbal communication skills, including the ability to explain technical issues simply.
  • Collaborative, consultative, articulate, and confident professional approach.
  • Strong attention to detail, time management, and prioritization skills under pressure.
  • Curiosity, adaptability, proactive learning, and a continuous-improvement mindset.
  • Interest in AI, technology, and software applications.
  • Stable, professional remote-work environment capable of supporting high-level customer assistance and dual-screen workflows.
  • Ability to learn AlphaSense product knowledge and technical processes on the job.

Benefits

  • Remote position based in Canada.
  • Base compensation of $65,000–$75,000 CAD.
  • Performance-based bonus opportunity.
  • Equity opportunity.
  • Generous benefits program.
  • Equipment provided for a dual-screen work setup.
  • Cross-functional exposure and career development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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