Experienced Work-From-Home Associate, Customer & Product Support – Global Market Intelligence and Search Platform

About AlphaSense

AlphaSense is a leading market intelligence and search platform that empowers professionals to make informed business decisions. Our AI-based technology delivers insights from a vast universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content. With over 1,350 employees across offices in the U.S., U.K., Finland, Germany, India, and Singapore, we are committed to providing exceptional customer experiences and driving positive outcomes for our clients.

About the Team

The Customer & Product Support (C&PS) team is a dynamic and collaborative group that sits at the intersection of sales, customer success, and technical support. Our team members are passionate about delivering world-class customer experiences and ensuring seamless access to AlphaSense's market-leading platform and products. We are committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses.

About the Role

We are seeking an experienced Work-From-Home Associate, Customer & Product Support to join our growing C&PS team at AlphaSense. This role requires a unique blend of technical knowledge, customer-centric mindset, and problem-solving skills to deliver exceptional customer experiences and drive business growth. As a key member of our team, you will be responsible for providing timely and effective support to our global customer base, collaborating with product management and engineering teams to identify product opportunities, and contributing to the creation of knowledge base articles, tutorials, and other support documentation.

Key Responsibilities

• Deliver a world-class customer experience by providing prompt and knowledgeable responses to customer inquiries and resolving issues in a timely manner.
• Act as the first line of defense and advocate for all customers globally, ensuring a consistently positive customer experience through timely responses and effective resolution of queries and issues.
• Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
• Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
• Escalate tickets to appropriate teams when needed and retain a position as the customer's point person through regular updates and confirming resolution.
• Act as a key partner to Product and Engineering, collaborating to identify product opportunities and convey customer feedback and feature requests to the correct product groups or within specific ongoing initiatives.
• Package information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
• Be an expert on our product and continuously build your knowledge by proactively learning, staying up-to-date on new features, and filling any gaps in your knowledge.
• Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on your expertise.

Essential Qualifications

We are looking for a highly motivated and customer-centric individual with the following qualifications:

• 1-2 years of experience working in a client/product support role, with a proven track record of delivering exceptional customer experiences.
• A customer-first mindset, with a passion for working through complex problems to find solutions.
• Strong communication and interpersonal skills, with the ability to distill and explain complex issues in simple terms.
• Curiosity, proactivity, and a continuous improvement mindset, with the ability to learn quickly and adapt to new situations.
• Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure.
• An interest in AI, technology, and software applications.

Preferred Qualifications

We also welcome candidates with the following preferred qualifications:

• Experience working in a fast-paced, dynamic environment with multiple stakeholders.
• Knowledge of market intelligence and search platforms, or a related field.
• Experience with customer relationship management (CRM) software and other technical tools.
• Fluency in multiple languages, with a focus on languages spoken in our global customer base.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to distill and explain complex issues in simple terms.
• Strong problem-solving skills, with the ability to work through complex problems to find solutions.
• Curiosity, proactivity, and a continuous improvement mindset, with the ability to learn quickly and adapt to new situations.
• Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure.
• Ability to work in a fast-paced, dynamic environment with multiple stakeholders.
• Knowledge of market intelligence and search platforms, or a related field.

Career Growth Opportunities and Learning Benefits

As a member of our C&PS team, you will have the opportunity to grow and develop your skills and knowledge in a dynamic and supportive environment. We offer a range of learning benefits, including:

• Regular training and development programs to enhance your skills and knowledge.
• Opportunities to work on high-profile projects and initiatives.
• Collaboration with cross-functional teams to drive business growth and innovation.
• Recognition and rewards for outstanding performance and contributions.

Work Environment and Company Culture

At AlphaSense, we are committed to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on the following values:

• Customer-centricity: We are passionate about delivering exceptional customer experiences.
• Collaboration: We work together to drive business growth and innovation.
• Integrity: We operate with transparency, honesty, and ethics.
• Innovation: We are committed to staying ahead of the curve and pushing the boundaries of what is possible.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A base salary of $65,000-$70,000, depending on experience and qualifications.
• A performance-based bonus, equity, and a generous benefits program.
• A comprehensive health insurance package, including medical, dental, and vision coverage.
• A 401(k) retirement plan with company match.
• A generous paid time off policy, including vacation, sick leave, and holidays.
• A flexible work-from-home policy, with opportunities to work remotely.

Conclusion

If you are a motivated and customer-centric individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a member of our C&PS team, you will have the chance to grow and develop your skills and knowledge in a dynamic and supportive environment. We look forward to hearing from you!

We Want to Hear From You!

Apply today and let's build the future together.