Associate, Customer & Product Support

Location: Canada (Remote)

Reports to: Team Lead, Customer & Product Support

About the Team

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role

We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support.  This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market. 

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

Who You Are

• An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role.
• You possess a customer-first mindset and enjoy working through complex problems to find solutions.
• You thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed. 
• You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• You maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows.
• You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job.
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
• You have an interest in AI, technology and software applications.

What You’ll Do

• Deliver a world-class customer experience.
• Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues. 
• Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions. 
• Identify commonly asked questions to help drive better documentation, help center articles or in-app tours.
• Partner with Customer Education on live training, answering queries and owning the chat function within each session.
• Provide impeccable customer support.
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed. 
• You will escalate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution.
• Act as a key partner to Product and Engineering.
• You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives. 
• Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution.
• Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate.
• Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information.
• Be an expert on our product and continuously build your knowledge.
• Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge
• Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes.
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.
• Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team.