Analyst, Customer & Product Support

About AlphaSense:

The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. 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 AI-driven 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 6000 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 AlphaSense:

The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. 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. 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 over 1300 people across the globe and offices in the U.S. U.K. Finland India and Singapore. For more information please visit .

About the Team

The Customer & Product Support (C&PS) team sits at the intersection of sales customer success and technical support. Through close teamwork and collaboration we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSenses market-leading platform and products. We are committed to enhancing every users experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US UK India and Singapore.

About the Role

We are looking to hire an Analyst Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users across all of the segments and business units that we work with to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service which ultimately maximizes prospect and customer order to learn our business and customer inside and out this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market.

This role will be dedicated to our BamSEC platform as part of the wider AlphaSense suite of products.

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business consequently providing you with great exposure to the different areas you may want to develop your career in as you grow with us.

Who You Are

• An intelligent articulate consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.
• You possess a customer-first mindset and enjoy working through complex problems to find solutions.
• You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• Possess strong analytical critical thinking and problem solving abilities.
• A team player who enjoys building strong cross-group working relationships.
• You are curious proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients much of the technical knowledge required to succeed will be learned on the job.
• You have strong attention to detail effective time management skills and the ability to rigorously prioritize under pressure.
• You have an interest in systems technology and software applications.
• One who acts with integrity and sets high ethical standards through your actions.

What Youll Do

• Deliver a world-class customer experience.
• Act as the first line of defense and advocate for all of customers globally to ensure we deliver 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.
• Deliver on predefined team targets including delivering outcomes with high quality and excellence.
• Provide impeccable customer support.
• Investigate diagnose troubleshoot and find solutions for queries sent through email
• You will escalate tickets to appropriate teams when needed and will retain a position as the customers point person through regular updates and confirming resolution.
• Collaborate effectively with technical and non-technical global stakeholders.
• Be an expert on our product and continuously build your knowledge.
• Become an expert on the BamSEC product 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 their expertise.
• Assist with special projects as assigned.

AlphaSense is an equal-opportunity 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 non-merit 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 @ 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.