Associate, Customer & Product Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the initial point of contact and escalation for intricate customer inquiries and technical challenges.

• Assist customers in navigating product features and functionalities.

• Recognize frequently asked questions and enhance documentation, help center articles, and in-app tours.

• Collaborate with Customer Education during live training sessions and manage the chat function.

• Investigate, diagnose, troubleshoot, and resolve queries via email and live chat.

• Conduct support calls with customers as necessary.

• Escalate tickets to the relevant teams and provide customers with regular updates until resolution.

• Work alongside Product and Engineering to relay customer feedback, feature requests, and product opportunities.

• Assess, triage, and repackage debugging procedures for technical teams.

• Oversee Level 1 support for internal support channels.

• Lead incident responses in collaboration with SRE and act as a liaison between Engineering and Support.

• Develop expertise in AlphaSense products while staying updated on new features.

• Contribute to and facilitate new-hire training sessions and updates to onboarding materials.

• Create and refresh knowledge base articles, tutorials, and support documentation.

• Spearhead beta testing of new features and provide feedback to the Support team.

⛳️ Requirements

• A minimum of 3 years of experience in a client or product support role.

• An intelligent, articulate, consultative, and confident professional with client-facing experience.

• A customer-first approach.

• Capability to navigate complex problems and devise solutions.

• A collaborative mindset with a readiness to support colleagues.

• Excellent communication skills, with the ability to simplify complex issues.

• A stable, professional home working environment suitable for high-level support.

• Capacity for a dual-screen setup.

• A curious, proactive attitude with a commitment to continuous improvement and the ability to learn quickly.

• Keen attention to detail and proficient time management.

• Ability to prioritize tasks effectively under pressure.

• Interest in AI, technology, and software applications.

🏝️ Benefits

• Performance-based bonuses may be available.

• Equity options may be provided.

• Comprehensive benefits program.

• Dual-screen equipment supplied by AlphaSense.

• Opportunities for Customer Education and professional development.

• Prospects for career advancement and cross-functional exposure.