Associate, Customer & Product Support

Singapore - Singapore

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 the Team:

Customer & Product Support (C&PS) 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 Associate 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.

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 3 or more 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 thrive in a collaborative environment and take pride in providing assistance to others always ready to offer support whenever its needed.
You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise.
You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
You 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.
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 AI technology and software applications.

What Youll Do:

Deliver a world-class customer experience.
- Act as the first line of defense and a point of escalation for the wider Support team in order to address more 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.
- 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.
Act as a key partner to Product and Engineering.
- You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
- Use knowledge of platform to qualify triage repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution.
- Own level 1 support of internal support channels resolving as many issues and prioritizing fixes where appropriate.
- Lead on wider incident responses in partnership with SRE ensuring the 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 our product and continuously build your knowledge.
- Be an expert on the AlphaSense product by proactively learning staying up-to-date on new features and filling any gaps in your knowledge
- Contribute to and lead new hire training sessions including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes.
- Identify areas to improve content and contribute to creating and updating knowledge base articles tutorials and other support documentation based on their expertise.
- Lead on new features for beta by testing giving feedback and acting as an expert for the Support team.

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

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Required Experience:

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 equi...