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Associate, Customer & Product Support

5 hours, 24 minutes ago
United States
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 65

Description

  • Act as the first line of support and escalation for complex customer inquiries and technical issues.
  • Investigate, diagnose, troubleshoot, and resolve customer questions received through email, live chat, and support calls.
  • Guide customers through product features and functionality to help them fully use the platform.
  • Maintain ownership of customer issues through regular updates and resolution confirmation.
  • Identify recurring questions and contribute to improved documentation, help center content, and in-app tours.
  • Partner with Customer Education on live trainings and manage chat during sessions.
  • Collaborate with Product and Engineering by gathering customer feedback, feature requests, and debugging details.
  • Own level 1 support for internal support channels and prioritize fixes when appropriate.
  • Lead or support incident response with SRE and serve as liaison between Engineering and Support.
  • Contribute to onboarding, training, knowledge base articles, tutorials, and beta feature testing.

Requirements

  • 3 or more years of experience in a client support or product support role.
  • Client-facing experience with a consultative, confident, and articulate communication style.
  • Ability to explain complex issues clearly and simply.
  • Customer-first mindset with strong problem-solving skills.
  • Strong collaboration skills and comfort working across teams.
  • High attention to detail, strong time management, and ability to prioritize under pressure.
  • Curious, proactive, and able to learn quickly in a continuous improvement environment.
  • Interest in AI, technology, and software applications.
  • Stable professional home working environment with capacity for dual-screen setup.
  • Experience with technical support or product support in a fast-paced environment (preferred).

Benefits

  • Remote work based in the United States.
  • Base salary range of $65,000 to $81,000 USD.
  • Performance-based bonus eligibility.
  • Equity compensation.
  • Generous benefits program.

Interested in this position?

Apply directly on the company website

Apply Now

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