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Associate, Customer & Product Support

1 month, 2 weeks ago
United Kingdom
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 56

Description

  • Act as the first line of support and escalation for complex customer inquiries and technical issues.
  • Investigate, diagnose, troubleshoot, and resolve queries received through email, live chat, and support calls.
  • Guide customers through product features and functionality to help them fully resolve issues and get maximum value from the platform.
  • Escalate tickets to the appropriate teams and maintain ownership of customer communication through resolution.
  • Collaborate with product and engineering teams by fielding feedback, feature requests, and debugging information.
  • Qualify, triage, and communicate technical issues clearly to ensure accurate and timely resolution.
  • Own level 1 support for internal support channels and help prioritize fixes where appropriate.
  • Lead wider incident responses in partnership with SRE and serve as a liaison between Engineering and Support.
  • Support customer education by partnering on live training sessions and managing chat during sessions.
  • Contribute to knowledge base articles, tutorials, onboarding materials, and training for new hires and beta features.

Requirements

  • 3 or more years of experience in a client support or product support role.
  • Strong client-facing communication skills and the ability to explain complex issues simply.
  • Customer-first mindset with experience working through complex problems to find solutions.
  • Ability to thrive in a collaborative environment and support cross-functional teams.
  • Strong attention to detail, time management, and prioritization skills under pressure.
  • Interest in AI, technology, and software applications.
  • Stable professional home working environment with capacity for a dual-screen configuration.
  • Ability to learn quickly and adapt, with much of the technical knowledge learned on the job.
  • Curious, proactive, and committed to continuous improvement.
  • Experience with customer/product support in a consultative, confident, and articulate manner (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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