[Hiring] Associate, Customer & Product Support @AlphaSense

Role Description

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.
• 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.

Qualifications

• 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.
• 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.

Requirements

• 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.
• Escalate tickets to appropriate teams when needed and retain a position as the customer’s point person through regular updates and confirming resolution.
• Act as a key partner to Product and Engineering.
• 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.
• 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.

Benefits

• Base Compensation Range: $60,000 — $75,000 CAD.
• Performance-based bonus.
• Equity.
• A generous benefits program.