Remote Customer & Product Support Specialist

AlphaSense; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Work from home opportunities

Job summary

AlphaSense is seeking an Associate in Customer & Product Support to join the growing C&PS team. This role combines technical knowledge of the AlphaSense platform with a deep understanding of user needs across segments, to drive value and ensure seamless access to features.

You will act as the first line of defense, resolve complex inquiries, guide users through features, and collaborate with product and engineering to inform future developments. Remote work opportunities are available.

Responsibilities

• Act as the first line of defense and a point of escalation for the wider Support team to address complex customer inquiries and resolve technical issues
• Guide customers through features and functionalities to maximize their experience and fully resolve 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
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed
• Elevate tickets to appropriate teams when needed and maintain position as the customer’s point person with regular updates
• Collaborate with product management and engineering to convey product opportunities and customer feedback to the relevant product groups
• Own level 1 support of internal channels, prioritizing fixes and resolving issues where possible
• Lead on wider incident responses in partnership with SRE to communicate customer impact and provide up-to-date information
• Stay up-to-date on AlphaSense features and contribute to onboarding materials and knowledge base content
• Lead on new features for beta by testing, giving feedback and acting as a subject matter expert for the Support team

Job description

AlphaSense is seeking an Associate in Customer & Product Support to join the growing C&PS team. This role combines technical knowledge of the AlphaSense platform with a deep understanding of user needs across segments, to drive value and ensure seamless access to features.

You will act as the first line of defense, resolve complex inquiries, guide users through features, and collaborate with product and engineering to inform future developments. Remote work opportunities are available.