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 recurring inquiries and enhance documentation, help center articles, and in-app tours.

• Collaborate with the Customer Education team on live training, respond to queries, and manage chat during sessions.

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

• Conduct support calls with customers when necessary.

• Escalate tickets to the relevant teams, provide consistent updates, and confirm resolutions.

• Collaborate with Product and Engineering teams by relaying customer feedback and feature requests.

• Qualify, triage, and repackage debugging steps for technical teams.

• Oversee level 1 support for internal support channels.

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

• Develop expertise in the AlphaSense product and remain updated on new features.

• Participate in and lead training sessions for new hires.

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

• Manage beta testing for new features and provide constructive feedback.

⛳️ Requirements

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

• A customer-centric mindset.

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

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

• Capability for a dual-screen setup.

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

• Strong attention to detail and efficient time management skills.

• The ability to prioritize effectively under pressure.

• An interest in AI, technology, and software applications.

🏝️ Benefits

• Performance-based bonus.

• Equity options.

• Comprehensive benefits program.

• Dual-screen equipment provided by AlphaSense.

• Remote work flexibility.

• Opportunities for cross-functional exposure and career advancement.

• AlphaSense does not require candidates to pay for job applications, equipment, or training.