Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Associate, Customer & Product Support role at AlphaSense is a crucial position within the Customer & Product Support (C&PS) team. This role combines technical expertise of the AlphaSense platform with a deep understanding of user needs across various segments. It is essential for maximizing customer value, ensuring prospect and customer health, and acting as the first line of support. This position also plays a key role in driving usage and engagement, and collaborates with product management and engineering on future product developments. It serves as an excellent starting point for career growth within AlphaSense, offering cross-functional exposure.

Responsibilities

Deliver a world-class customer experience.
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 their 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.
Provide impeccable customer support.
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 position as the customer’s point person through regular updates and confirming resolution.
Act as a key partner to Product and Engineering.
Field feedback and feature requests to identify product opportunities and convey that information to the correct product groups or within specific ongoing initiatives.
Qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure customer inquiries are accurately represented and on a swift path to resolution.
Own level 1 support of internal support channels, resolving issues and prioritizing fixes where appropriate.
Lead on wider incident responses in partnership with SRE, ensuring customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information.
Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling knowledge gaps.
Contribute to and lead new hire training sessions, including giving input on onboarding materials.
Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation.
Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team.

Requirements

An intelligent, articulate, consultative and confident client-facing professional.
Possess a customer-first mindset and enjoy working through complex problems to find solutions.
Thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed.
Dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise.
Strong communicator with an innate ability to distill and explain complex issues in simple terms.
Maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows.
Curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt.
Strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
An interest in AI, technology and software applications.

Skills

Client/product support
Technical knowledge of AlphaSense platform
Customer service
Troubleshooting
Communication
Collaboration
Problem-solving
Time management
Prioritization
AI
Technology
Software applications

Location

US
UK
India
Singapore

Work Type

Full-time
Hybrid

Experience Level

3 or more years of experience working in a client/product support role

About the Company

AlphaSense is a market intelligence and search platform powered by AI, used by sophisticated companies to remove uncertainty from decision-making.
The platform provides 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.
AlphaSense acquired Tegus in 2024, advancing their shared mission to empower professionals with AI-driven market intelligence.
The combined entity accelerates growth, innovation, and content expansion with complementary capabilities.
The platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
Founded in 2011, AlphaSense is headquartered in New York City with over 2,000 employees globally and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

Equal Opportunity

AlphaSense is an equal-opportunity employer committed to a work environment that supports, inspires, and respects all individuals.
All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity.
AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor.
This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
AlphaSense provides reasonable accommodation to qualified employees with protected disabilities as required by applicable laws, regulations, and ordinances.