At a Glance
- Tasks: Deliver top-notch customer support and troubleshoot technical issues for our innovative platform.
- Company: Join AlphaSense, a leading AI-driven market intelligence company.
- Benefits: Enjoy competitive pay, remote work options, and opportunities for personal growth.
- Other info: Great career growth potential with cross-functional exposure across the business.
- Why this job: Be part of a dynamic team that shapes the future of customer experience in tech.
- Qualifications: 3+ years in client support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 60000 - 80000 £ per year.
About AlphaSense
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. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI‑driven market intelligence.
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.
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 health.
What You’ll 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.
- Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
- Escalate tickets to appropriate teams when needed and retain a position as the customer’s point person through regular updates and confirming resolution.
- Act as a key partner to Product and Engineering.
- Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams.
- 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.
- Be an expert on our product and continuously build your knowledge.
- Contribute to and lead new hire training sessions.
- Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation.
- Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team.
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.
- 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.
- You are curious, proactive and possess a continuous improvement mindset.
- 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.
AlphaSense is an equal‑opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals.
Associate, Customer & Product Support London, Greater London, England, United Kingdom employer: AlphaSense, Inc.
AlphaSense is an exceptional employer that fosters a collaborative and innovative work culture, particularly within the Customer & Product Support team in London. Employees benefit from extensive growth opportunities, cross-functional exposure, and a commitment to enhancing customer experiences through cutting-edge AI-driven solutions. With a focus on personal development and a supportive environment, AlphaSense empowers its team members to thrive and make meaningful contributions to the company's mission.
StudySmarter Expert Advice🤫
We think this is how you could land Associate, Customer & Product Support London, Greater London, England, United Kingdom
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like AlphaSense, Inc. value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like AlphaSense, Inc. a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with AlphaSense, Inc.!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like AlphaSense, Inc..
We think you need these skills to ace Associate, Customer & Product Support London, Greater London, England, United Kingdom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for AlphaSense, Inc.!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at AlphaSense, Inc.
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
