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For Companies 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 environment.
- 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.
- Other info: Be part of a diverse team committed to equal opportunity and continuous improvement.
The predicted salary is between 28800 - 48000 £ per year.
AlphaSense Remote Associate, Customer & Product Support
October 27, 2024
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 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.
- 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.
- Act as a key partner to Product and Engineering.
- 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.
- You will 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.
- Be an expert on the AlphaSense product by proactively learning, 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.
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.
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AlphaSense Remote Associate, Customer & Product Support employer: Work Based At Home
Contact Detail:
Work Based At Home Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AlphaSense Remote Associate, Customer & Product Support
✨Tip Number 1
Familiarise yourself with AlphaSense's platform and its features. Understanding how the product works will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Engage with current or former employees on platforms like LinkedIn. This can provide you with insider knowledge about the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've successfully resolved customer issues in the past. Be ready to discuss these scenarios in detail, as they highlight your ability to handle complex situations.
✨Tip Number 4
Stay updated on trends in AI and technology, as this role requires a keen interest in these areas. Being knowledgeable about industry developments can set you apart and show that you're proactive about your professional growth.
We think you need these skills to ace AlphaSense Remote Associate, Customer & Product Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer and product support roles. Emphasise any technical knowledge or skills related to AI, technology, and software applications that align with AlphaSense's requirements.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of AlphaSense that attract you, such as their commitment to customer experience and innovation in market intelligence.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your ability to tackle complex problems and deliver solutions. Highlight instances where you've successfully resolved customer queries or improved processes.
Highlight Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to explain complex issues clearly. Use concise language and structure your application well to showcase your writing skills.
How to prepare for a job interview at Work Based At Home
✨Understand the Product Inside Out
Before your interview, make sure you have a solid understanding of AlphaSense's platform and its features. Familiarise yourself with how it helps users make informed decisions. This knowledge will allow you to answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer-First Mindset
Prepare examples from your past experiences where you prioritised customer satisfaction. Highlight situations where you successfully resolved complex issues or improved a customer's experience. This will show that you align with the company's commitment to delivering excellent customer service.
✨Communicate Clearly and Effectively
Practice explaining complex concepts in simple terms. During the interview, focus on clear communication, as this is crucial for a client-facing role. You might be asked to explain a technical issue, so being articulate will set you apart from other candidates.
✨Demonstrate Your Problem-Solving Skills
Be ready to discuss how you approach problem-solving. Think of specific examples where you identified a problem, investigated it, and implemented a solution. This will showcase your analytical skills and your ability to think on your feet, which are essential for the Customer & Product Support role.
