Content Support Analyst
Content Support Analyst
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Job Description
About AlphaSense:
The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decisionmaking. With market intelligence and search built on proven AI AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research company filings event transcripts expert calls news trade journals and clients own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AIdriven market intelligence. Together AlphaSense and Tegus will accelerate growth innovation and content expansion with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4000 enterprise customers including a majority of the S&P 500. Founded in 2011 AlphaSense is headquartered in New York City with more than 2000 employees across the globe and offices in the U.S. U.K. Finland India Singapore Canada and Ireland. Come join us!
About the Team: This team is dedicated to swiftly addressing and resolving a wide array of contentrelated issues to maintain and enhance the quality of our database and user experience. The team specializes in handling:
- General Inquiries around coverage timeliness of content delivery
- 3rd Party Vendor Connections Troubleshooting and Support
- Issue Ticketing Tagging Distribution and Monitoring
Our goal is to ensure all inbound requests are efficiently ticketed distributed and resolved or when applicable identified as potential new features or user stories.
Role Objective: The Content Support Analyst is responsible for being a first point of contact for contentrelated issues and inquiries. This role demands a proactive approach to identify ticket distribute and ensure a timely resolution for all inbound issues: clear communication with requestors regarding resolution timelines is key. The Analyst will also contribute to the continuous improvement of content quality and user experience.
Responsibilities:
- Gain an indepth understanding of content issues workflows and resolution tools.
- Efficiently ticket all inbound requests ensuring accurate categorization and prioritization.
- Learn about varied departments innerworkings and distribute tickets to appropriate teams or individuals for resolution monitoring progress to ensure timely action.
- Directly address and resolve issues related to 3rd Party Vendor Data and inbound General Inquiries.
- Communicate effectively with requestors providing updates on ticket status expected resolution timelines and final outcomes.
- Actively engage with the Manager/Team Lead to monitor issue trends contributing to reports for Issue Trend Reports for Product Managers (PMs) that will inform strategy and development improvements over time.
- Participate in training and development opportunities to enhance problemsolving skills and content knowledge.
- Contribute to team meetings and activities sharing insights and suggestions for process enhancements.
Good to have:
- Prior working experience of working with Client Facing Team.
- Intermediate knowledge of Broker Research and entitlements workflow.
- Experience working with ITSM (Jira Tool).
AlphaSense is an equalopportunity employer. We are committed to a work environment that supports inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSenses 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 nonmerit factor. This policy applies to every aspect of employment at AlphaSense including recruitment hiring training advancement and termination.
In addition it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where a particular employee works.
Recruiting Scams and Fraud
We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers requests for sensitive personal information or demands for payment. Please note:
- AlphaSense never asks candidates to pay for job applications equipment or training.
- All official communications will come from an @alphasense.comemail address.
- If youre unsure about a job posting or recruiter verify it on ourCareers page.
If you believe youve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense pleasecontact us. Your security and trust matter to us.
Required Experience:
IC
Employment Type
Full Time
