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

Industrials

51-250 (60)

Founded 1996

57 open positions

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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

Industrial Conglomerates

51-250

Founded 1996

View All Jobs 57

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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