Analyst, Customer & Product Support

The role

The Analyst, Customer & Product Support will act as the first line of support to deliver customer experience. You will investigate and troubleshoot queries via email and live chat while partnering with product and engineering teams to determine future developments.

What you will do

• Deliver a world-class customer experience.
• Act as the first line of defense and advocate for customers globally.
• Guide customers through features and functionalities.
• Deliver on predefined team targets.
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats.
• Lead support calls directly with customers as needed.
• Escalate tickets to appropriate teams and provide regular updates to customers.
• Collaborate with technical and non-technical global stakeholders.
• Identify areas to improve content and contribute to knowledge base articles, tutorials, and support documentation.
• Assist with special projects as assigned.

Required qualifications

• 1-2 years of experience working in a client/product support role.
• Client-facing professional.
• Customer-first mindset.
• Strong communicator.
• Strong analytical, critical thinking and problem solving abilities.
• Team player.
• Ability to learn quickly and adapt.
• Strong attention to detail.
• Effective time management skills.
• Ability to rigorously prioritize under pressure.
• Interest in AI, technology and software applications.

About the company

AlphaSense provides market intelligence and search built on AI. The company is headquartered in New York City and has more than 2,000 employees across the globe.