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Analyst, Customer & Product Support

1 month 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 20

Description

  • Serve as the first line of support for global customers and act as their primary point of contact.
  • Investigate, diagnose, troubleshoot, and resolve customer questions and issues submitted through email and live chat.
  • Lead support calls with customers when needed and provide regular status updates until resolution.
  • Escalate tickets to the appropriate internal teams when issues require additional expertise.
  • Guide customers through product features and functionality to help them get the most value from the platform.
  • Deliver high-quality customer service while meeting predefined team targets.
  • Collaborate with technical and non-technical stakeholders across global teams.
  • Continuously build product knowledge and stay current on new features and platform updates.
  • Identify opportunities to improve support content and contribute to knowledge base articles, tutorials, and documentation.
  • Assist with special projects as assigned.

Requirements

  • 1-2 years of experience in a client support or product support role.
  • Strong communication skills with the ability to explain complex issues in simple terms.
  • Strong analytical, critical thinking, and problem-solving abilities.
  • Customer-first mindset and comfort working through complex problems to find solutions.
  • Ability to work well in an entrepreneurial, team-oriented environment and build cross-functional relationships.
  • Curious, proactive, and able to learn quickly and adapt.
  • 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 will be learned on the job for this role.

Interested in this position?

Apply directly on the company website

Apply Now

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