Analyst, Customer & Product Support

1 month, 1 week ago
Full-time
Junior
Product Management
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

Description

  • Deliver a world-class customer experience across global customer interactions.
  • Act as the first line of defense for customer questions, issues, and support requests.
  • Guide customers through product features and functionality to help them fully resolve challenges.
  • Investigate, diagnose, and troubleshoot issues submitted through email and live chat.
  • Lead support calls directly with customers when needed.
  • Escalate tickets to the appropriate internal teams and maintain ownership through resolution.
  • Provide regular status updates and act as the customer’s point person until issues are resolved.
  • Collaborate with technical and non-technical stakeholders across global teams.
  • Continuously build product knowledge and stay current on new features.
  • Create and update 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 and the ability to explain complex issues in simple terms.
  • Customer-first mindset with strong problem-solving ability.
  • Strong analytical, critical thinking, and troubleshooting skills.
  • Strong attention to detail and effective time management skills.
  • Ability to prioritize rigorously under pressure.
  • Comfort working in an entrepreneurial, cross-functional team environment.
  • Curiosity, proactivity, and a continuous improvement mindset.
  • Interest in AI, technology, and software applications.
  • Technical knowledge can be learned on the job due to the team’s diverse client base.

Interested in this position?

Apply directly on the company website

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