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Analyst, Customer & Product Support

4 days, 1 hour ago
India
Full-time
Junior
Customer Support
Product Management
Apply Now
AlphaSense

AlphaSense

AlphaSense develops an artificial intelligence-based search platform that enables investment and corporate professionals to quickly access and analyze extensive financial data and market insights from over 500 million documents, enhancing decision-maki...

Internet Software & Services
251-1K
Founded 2011
$770M raised
View All Jobs 19

Description

  • Act as the first line of support for customers globally and advocate for their needs.
  • Deliver timely responses and resolve customer queries and issues effectively.
  • Guide customers through product features and functionality to maximize platform value.
  • Investigate, diagnose, troubleshoot, and resolve issues received via email and live chat.
  • Lead support calls with customers when needed.
  • Escalate tickets to the appropriate internal teams and provide regular status updates until resolution.
  • Collaborate with technical and non-technical stakeholders across global teams.
  • Meet predefined team targets and deliver high-quality support outcomes.
  • Build deep product knowledge by staying current on new features and closing knowledge gaps.
  • Contribute to knowledge base articles, tutorials, and other support documentation.
  • Assist with special projects as assigned.

Requirements

  • 1-2 years of experience in a client support or product support role.
  • Strong client-facing communication skills with the ability to explain complex issues simply.
  • Customer-first mindset and interest in solving complex problems.
  • Strong analytical, critical thinking, and problem-solving abilities.
  • Ability to build strong cross-functional working relationships.
  • Curious, proactive, and adaptable with a continuous improvement mindset.
  • Strong attention to detail and effective time management skills.
  • Ability to prioritize rigorously and work under pressure.
  • Interest in AI, technology, and software applications.
  • Technical knowledge can be learned on the job, so prior deep product expertise is not required.

Benefits

  • Opportunity for cross-functional exposure across the business.
  • Career growth and development opportunities at AlphaSense.
  • Global team environment with colleagues across the US, UK, India, and Singapore.
  • Equal-opportunity employer committed to an inclusive work environment.
  • Reasonable accommodation provided for qualified employees with protected disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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