Associate, Customer & Product Support

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

📋 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 to enhance platform utilization.

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

• Collaborate with Customer Education on live training sessions, inquiries, and chat interactions.

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

• Facilitate support calls with customers as required.

• Escalate tickets to relevant teams while keeping customers informed and confirming resolutions.

• Work closely with Product and Engineering by relaying customer feedback and feature requests.

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

• Manage level 1 support of internal support channels.

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

• Develop product knowledge and stay updated on new features.

• Contribute to and lead training sessions for new hires.

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

• Lead beta testing initiatives and provide insights on new features.

⛳️ Requirements

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

• Intelligent, articulate, consultative, and confident in client-facing roles.

• A customer-centric mindset with the capability to resolve complex challenges.

• A collaborative demeanor and readiness to support colleagues.

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

• A stable and professional home work environment that is suitable for high-level support.

• Ability to accommodate a dual-screen setup.

• A mindset of curiosity, proactivity, continuous improvement, quick learning, and adaptability.

• Strong attention to detail and efficient time management abilities.

• Capability to prioritize tasks rigorously 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 training exposure.

• Cross-functional exposure and potential for career advancement.