At a Glance
- Tasks: Support customers by resolving queries and enhancing their experience with our platform.
- Company: Join AlphaSense, a leading market intelligence platform trusted by top companies worldwide.
- Benefits: Enjoy remote work flexibility, career growth opportunities, and a collaborative team culture.
- Other info: Be part of a diverse team committed to equal opportunity and continuous improvement.
- Why this job: Kickstart your career in tech while making a real impact on customer satisfaction and product development.
- Qualifications: 1-2 years in client support; strong communication skills and a passion for technology are essential.
The predicted salary is between 28800 - 43200 £ per year.
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.
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 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. 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. 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 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.
- 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.
- 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.
- Be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
- Be an expert on our product and continuously build your knowledge.
- Proactively learn, stay up-to-date on new features and fill 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.
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.
AlphaSense Remote Associate, Customer & Product Support in London employer: Work Based At Home
AlphaSense is an exceptional employer that fosters a collaborative and inclusive work culture, where employees are empowered to grow their careers through cross-functional exposure and continuous learning. With a commitment to delivering world-class customer experiences, the Customer & Product Support team plays a vital role in shaping the future of our innovative platform while enjoying the benefits of a supportive environment that values diversity and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land AlphaSense Remote Associate, Customer & Product Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Work Based At Home. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Work Based At Home before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AlphaSense Remote Associate, Customer & Product Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Work Based At Home:Your cover letter is your chance to shine! Tell us why you want to work at Work Based At Home specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Work Based At Home!
How to prepare for a job interview at Work Based At Home
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
