Associate, Customer & Product Support
The Associate, Customer & Product Support role at AlphaSense involves delivering exceptional customer service by acting as the first line of defense for customer inquiries and technical issues. This position is integral to the Customer & Product Support team, which collaborates closely with sales, customer success, and technical support to ensure optimal utilization of AlphaSense's AI-driven market intelligence platform. AlphaSense, headquartered in New York City with offices worldwide, empowers professionals to make informed business decisions through its comprehensive content universe and advanced search capabilities.
Key responsibilities include investigating and resolving customer queries via email and live chat, guiding users through platform features to enhance their experience, and escalating complex issues to appropriate teams while maintaining regular communication with customers. The role also involves collaborating with product management and engineering teams by conveying user feedback and feature requests to inform future product developments. Additionally, the associate will contribute to creating and updating knowledge base articles and support documentation to improve customer self-service resources.
Candidates should possess a customer-first mindset, with 3 or more years of experience in a client or product support role. Strong communication skills are essential, along with the ability to distill complex issues into simple terms. A stable and professional home working environment equipped for high-level support, including a dual-screen configuration, is required. The ideal candidate is curious, proactive, and has a continuous improvement mindset, with an interest in AI, technology, and software applications.
AlphaSense offers a competitive base compensation range of $60,000 to $75,000 CAD, along with a performance-based bonus, equity options, and a generous benefits program. The company is committed to providing a supportive and inclusive work environment that fosters professional growth and development.