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Analyst, Customer & Product Support

1 day 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 17

Description

  • Act as the first line of support for customers globally and advocate for a positive customer experience.
  • Respond to customer queries and issues in a timely manner with clear, effective resolutions.
  • Guide customers through product features and functionality to help them fully resolve questions and challenges.
  • Deliver on predefined team targets with a focus on quality and excellence.
  • Investigate, diagnose, and troubleshoot issues received through email and live chat.
  • Lead support calls directly with customers when needed.
  • Escalate tickets to the appropriate internal teams and remain the customer’s point of contact through resolution.
  • Collaborate with technical and non-technical stakeholders across global teams.
  • Continuously build product knowledge by staying current on new features and filling knowledge gaps.
  • Contribute to knowledge base articles, tutorials, and other support documentation, and assist with special projects as assigned.

Requirements

  • 1-2 years of experience in a client support or product support role.
  • Strong customer-first mindset and comfort working through complex problems.
  • Excellent verbal and written communication skills with the ability to explain complex issues simply.
  • Strong analytical, critical thinking, and problem-solving abilities.
  • Ability to build strong cross-functional working relationships and work well on a team.
  • Curiosity, proactivity, and a continuous improvement mindset.
  • Ability to learn quickly and adapt in a fast-paced environment.
  • Strong attention to detail, time management skills, and ability to prioritize under pressure.
  • Interest in AI, technology, and software applications.
  • Technical knowledge relevant to the role will be learned on the job.

Interested in this position?

Apply directly on the company website

Apply Now

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