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Associate, Customer & Product Support

1 hour, 42 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 117

Description

  • Act as the first line of support and an escalation point 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 received through email, live chat, and support calls.
  • Escalate tickets to the appropriate teams and keep customers informed with regular updates until resolution.
  • Identify recurring questions and contribute to improved documentation, help center articles, and in-app tours.
  • Partner with Customer Education on live training sessions, including answering queries and managing chat.
  • Field customer feedback and feature requests and communicate them to product and engineering teams.
  • Qualify, triage, and repackage debugging steps for technical teams to speed up resolution.
  • Own level 1 support of internal support channels and prioritize fixes where appropriate.
  • Lead incident response efforts in partnership with SRE and act as a liaison between Engineering and Support.

Requirements

  • 3+ years of experience in a client support or product support role.
  • Strong client-facing, consultative communication skills and the ability to explain complex issues simply.
  • Customer-first mindset with comfort working through complex problems.
  • Ability to work collaboratively in a fast-paced environment and support others proactively.
  • Strong attention to detail, time management, and prioritization skills under pressure.
  • Curious, proactive, and able to learn quickly on the job.
  • Interest in AI, technology, and software applications.
  • Stable and professional home working environment with capacity for a dual-screen configuration; equipment is provided by AlphaSense.
  • Experience with technical support or complex troubleshooting is preferred.
  • Ability to contribute to onboarding, training, and support documentation is preferred.

Benefits

  • Base compensation range of CAD $60,000 to $75,000.
  • Potential performance-based bonus.
  • Equity may be offered.
  • Generous benefits program.
  • Remote work in Canada.

Interested in this position?

Apply directly on the company website

Apply Now

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