Analyst, Customer & Product Support

AlphaSense Oy; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

AlphaSense is seeking an Analyst, Customer & Product Support to join the growing C&PS team. This role blends technical solution knowledge with a deep understanding of users to maximize platform value. You will be the first line of support, spearheading usage and engagement while collaborating with product and engineering teams.

You will gain cross-functional exposure across the business, offering a strong launchpad for career growth and development in a fast-paced, entrepreneurial environment.

Qualifications

• 1-2 years in a client/product support role.
• Customer-first mindset and ability to explain complex issues simply.
• Strong communication and collaboration skills.
• Analytical, critical thinking and problem solving abilities.
• Attention to detail and ability to prioritize under pressure.

Responsibilities

• Deliver a world-class customer experience.
• Act as first line of defense for customers globally with timely responses and effective issue resolution.
• Guide customers through features to maximize their experience and resolve challenges.
• Meet predefined team targets with high quality outcomes.
• Provide impeccable customer support and diagnose queries from emails and live chats.
• Escalate tickets when needed and maintain regular updates to customers.

Skills

Customer support

Communication

Analytical thinking

Problem solving

Team player

Interest in AI

Job description

About the Role

We are looking to hire an Analyst, 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 1-2 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 enjoy being part of an entrepreneurial team and work diligently to help others when needed.

You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.

Possess strong analytical, critical thinking and problem solving abilities.

A team player who enjoys building strong cross-group working relationships.

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 advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.

Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.

Deliver on predefined team targets including delivering outcomes with high quality and excellence.

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 escaletickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution.

Collaborate effectively with technical and non-technical global stakeholders.

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.

Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.

Assist with special projects as assigned. 1-2 years of experience in a client or product support role, Customer-first mindset, Strong communication skills with ability to explain complex issues simply, Strong analytical, critical thinking, and problem solving abilities, Ability to prioritize under pressure and strong attention to detail, Interest in AI, technology, and software applications.