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The Associate, Customer & Product Support role at AlphaSense involves delivering world-class customer experiences, acting as the first line of defense for global customers.  Responsibilities include timely responses to queries, troubleshooting issues, guiding customers through platform features, and escalating tickets as needed.  This role requires close collaboration with Product and Engineering teams, providing customer feedback and feature requests to inform product development.  The ideal candidate possesses strong communication skills, a customer-first mindset, and the ability to explain complex information simply. Continuous learning and knowledge base updates are also key responsibilities. The role offers valuable cross-functional exposure and career growth opportunities within AlphaSense.

Product Specialist, Corporate

<div id="content" class="">
 

 Reports to:&nbsp;Director, Customer &amp; Product Support
About AlphaSense:&nbsp;
The world’s 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 4,000 enterprise customers, including a majority of the S&amp;P 500.
Founded in 2011, AlphaSense is headquartered in New York City with over 2,000 people across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. For more information, please visit&nbsp;<a href="http://www.alpha-sense.com/">www.alpha-sense.com</a>.
About the Team:
Customer &amp; Product Support (C&amp;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 AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer &amp; Product Support team is based globally across the US, UK, India and Singapore.
About the Role:&nbsp;
We are looking to hire an Associate, Customer &amp; Product Support to join the growing C&amp;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 health. In order to learn our business and customer inside and out, this team acts as our first line of support.&nbsp; 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.
<h4>Who You Are:</h4>
<ul>
<li>An intelligent, articulate, consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.</li>
<li>You possess a customer-first mindset and enjoy working through complex problems to find solutions.</li>
<li>You enjoy being part of an entrepreneurial team and work diligently to help others when needed.</li>
<li>You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.</li>
<li>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.</li>
<li>You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.</li>
<li>You have an interest in AI, technology and software applications</li>
</ul>
What You’ll Do:&nbsp;
<ul>
<li>Deliver a world-class customer experience.
<ul>
<li>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.&nbsp;</li>
<li>Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.&nbsp;</li>
</ul>
</li>
<li>Provide impeccable customer support.
<ul>
<li>Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.&nbsp;</li>
<li>You will escalate tickets to appropriate teams when needed and will retain a position as the customer’s point person through regular updates and confirming resolution.</li>
</ul>
</li>
<li>Act as a key partner to Product and Engineering.
<ul>
<li>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.&nbsp;</li>
<li>You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.</li>
</ul>
</li>
<li>Be an expert on our product and continuously build your knowledge.
<ul>
<li>Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge</li>
<li>Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.</li>
</ul>
</li>
</ul>
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 AlphaSense’s&nbsp;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.
&nbsp;

 

 
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The Team Lead - Documentation role at Adyen involves leading a team of writers to create documentation for developers, including API documentation, SDKs, Release Notes, and integration guides. The lead will support the team's projects and professional growth, ensure a great docs experience, and help automate and optimize documentation and tooling. The role also includes partnering on strategic initiatives with the Global Team Lead and collaborating with stakeholders to understand their needs, advance business goals, and socialize the team's impact.

Adyen is a technology company that provides a single platform to accept payments anywhere in the world through any sales channel. Driven by a vision to improve customer experience, streamline processes, and ultimately increase revenue, Adyen enables businesses to process payments across online, mobile, and Point-of-Sale (POS) with over 250 payment methods in 187 transaction currencies. Over 3,500 businesses use the Adyen payment platform, including Facebook, Airbnb, Spotify, Groupon, Evernote, Booking.com, Yelp, Vodafone, Mango, Abercrombie &amp; Fitch, O’Neill, and KLM. Adyen is headquartered in Amsterdam, with offices in San Francisco, São Paulo, Singapore, London, Paris, Berlin, Stockholm, Madrid, and Boston.

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<h3>This is Adyen</h3> Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&amp;M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.&nbsp; For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. &nbsp; <h3>Team Lead - Documentation</h3> Technical writers at Adyen play a key role in connecting our external users, developers, product teams, developer advocates, and support teams. As our product and development teams expand globally, we're searching for a Documentation Team Lead to partner with the Global Documentation Team Lead. Together, you will guide a talented group of writers who are instrumental in documenting our high-impact solutions for a developer audience including: API documentation, SDKs, Release Notes, and integration guides. In this role, you will work closely with the Global Documentation Team Lead, contributing to strategic initiatives and directly managing a team focused on creating exceptional documentation for our developer community. &nbsp; <h3>What you'll do</h3> Lead a high-performing team of writers <ul> <li>Support the projects and professional growth of writers as they document complex product capabilities</li> <li>Help your team deliver a docs experience that developers will love</li> <li>Help strategize solutions to automate and optimize our docs and tooling</li> </ul> Partner on driving strategic initiatives <ul> <li>Set your team’s priorities in alignment with broader business goals</li> <li>Collaborate with the Global Team Lead on strategic initiatives for the Developer Experience and Docs teams</li> <li>Co-lead and execute Adyen’s AI developer experience strategy</li> </ul> Help build and drive collaborative engagement <ul> <li>Engage with stakeholders and collaborators in Product, Engineering, UX, Support, and other functions to understand their business needs, identify opportunities for partnership, advance business goals, and socialize your team's value and impact</li> <li>Remove blockers and improve ways of working across teams</li> </ul> &nbsp; <h3>Who you are</h3> <ul> <li>Minimum 2-3 years experience managing documentation teams, preferably in API docs</li> <li>Experience in leading documentation projects and initiatives (for example, scaling or automation solutions, or migration to new tooling or workflows)</li> <li>Able to work on multiple projects simultaneously in a fast-paced, dynamic environment</li> <li>Experience working with cross-functional leads and stakeholders, gathering support and buy-in for key initiatives&nbsp;</li> <li>Ability to effectively inspire, influence, and communicate across all levels of management</li> <li>Partner effectively with developers, product managers, and technical writers to deliver quality documentation</li> <li>Experience writing documentation for UI components, SDKs, and APIs a strong plus</li> <li>Proficiency in using Git and working with a docs-as-code workflow is helpful</li> <li>Open to some domestic and international travel</li> </ul> &nbsp; The annual base salary range for this role is $180,000 - $243,000; to learn more about our compensation philosophy, please click <a href="https://docs.google.com/document/d/11U2tgFev7p271JMQWMApZjtpJ3pGHNES7EvscXnsH3k/edit?usp=sharing">here</a>. &nbsp; Our Diversity, Equity and Inclusion commitments&nbsp; Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.&nbsp; Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application! &nbsp; What’s next? Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. <a href="https://careers.adyen.com/how-we-hire">Learn more about our hiring process here</a>. Don’t be afraid to let us know if you need more flexibility. Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All your information will be kept confidential according to EEO guidelines. &nbsp; This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles. This role is hybrid, with 3 days per week in the Chicago office.

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