Customer Support Associate

AlphaSense, Inc.; United States; On-site; USD 55,000 - 70,000; Full time

Job summary

AlphaSense, Inc. is seeking a full-time remote Associate, Customer & Product Support to deliver exceptional customer service, troubleshoot technical issues, and collaborate with product management and engineering teams to enhance user experience and product development.

You will act as the first line of defense for customer inquiries, assist with product features, investigate queries via emails and live chats, and help translate feedback into product opportunities while maintaining proactive,

Qualifications

• Minimum of 3 years of experience in a client/product support role.
• Strong understanding of AI, technology, and software applications.
• Experience in creating and updating support documentation and training materials.
• Ability to manage complex workflows in a home working environment with dual-screen capability.
• Proactive mindset with a focus on continuous improvement and customer experience enhancement.

Responsibilities

• Act as the first line of defense for customer inquiries, providing guidance on product features and resolving technical issues
• Investigate and troubleshoot customer queries through emails and live chats, ensuring timely updates and resolutions
• Collaborate with Product and Engineering teams to communicate customer feedback and identify product opportunities

Skills

AI understanding

Documentation skills

Workflow management

Customer support

Proactive mindset

Job description

To support a growing team, the full-time remote Associate, Customer & Product Support will deliver exceptional customer service, troubleshoot technical issues, and collaborate with product management and engineering teams to enhance user experience and product development.

Key responsibilities

• Act as the first line of defense for customer inquiries, providing guidance on product features and resolving technical issues
• Investigate and troubleshoot customer queries through emails and live chats, ensuring timely updates and resolutions
• Collaborate with Product and Engineering teams to communicate customer feedback and identify product opportunities

Required qualifications

• Minimum of 3 years of experience in a client/product support role
• Strong understanding of AI, technology, and software applications
• Experience in creating and updating support documentation and training materials
• Ability to manage complex workflows in a home working environment with dual-screen capability
• Proactive mindset with a focus on continuous improvement and customer experience enhancement