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Associate, Customer & Product Support

1 hour, 37 minutes ago
Singapore
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 76

Description

  • Act as the first line of support and an escalation point for complex customer inquiries.
  • Investigate, diagnose, troubleshoot, and resolve customer issues via email, live chat, and support calls.
  • Guide customers through product features and functionality to help them fully resolve questions and challenges.
  • Partner with Customer Education on live training sessions, including managing chat and answering questions.
  • Escalate tickets to the appropriate internal teams and remain the customer’s point of contact through resolution.
  • Collaborate with Product and Engineering by collecting, triaging, and communicating customer feedback and feature requests.
  • Qualify and repackage debugging steps for technical teams to ensure issues are accurately represented and resolved quickly.
  • Own level 1 support for internal support channels and prioritize fixes where appropriate.
  • Lead incident response efforts in partnership with SRE and communicate customer impact and status updates.
  • Contribute to knowledge base articles, tutorials, onboarding materials, and new hire training sessions.
  • Test beta features, provide feedback, and act as a subject matter expert for the Support team.

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 and comfort working through complex problems to find solutions.
  • Ability to work collaboratively in a team-oriented environment and provide proactive support to others.
  • Strong attention to detail, time management, and the ability to prioritize rigorously 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.
  • Experience or familiarity with technical support workflows, debugging, or product troubleshooting is preferred.
  • Experience contributing to training, onboarding, documentation, or knowledge base content is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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