Analyst, Client & Product Support

About AlphaSense

AlphaSense is a market intelligence and search platform used by the world's leading companies
and financial institutions. Since 2011, our AI-based technology has helped professionals make
smarter business decisions by delivering insights from an extensive universe of public and
private content—including equity research, company filings, event transcripts, expert calls, news,
trade journals, and clients’ own research content.
Headquartered in New York City, AlphaSense employs over 1,350 people across offices in the
U.S., U.K., Finland, Germany, India, and Singapore. For more information, please visit www.alpha-
sense.com.

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 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 & 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 health. In 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 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

What You’ll 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 excellences.
• 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 customer’s 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, 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.