Content Support Analyst

About the Team: This team is dedicated to swiftly addressing and resolving a wide array of content-related 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 content-related 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 in-depth understanding of content issues, workflows, and resolution tools.
• Efficiently ticket all inbound requests, ensuring accurate categorization and prioritization.
• Learn about varied departments, inner-workings, 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 problem-solving 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 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 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 @alpha-sense.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.