Associate, Customer & Product Support
New
Canada (Remote)Full-TimeEntry
Salary60,000 - 75,000 CAD per year
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Job Details
- Experience
- 3 or more years of experience
- Required Skills
- Artificial IntelligenceCollaborationProblem SolvingTime ManagementTroubleshootingDebuggingCustomer support
Requirements
- 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, always ready to offer support whenever it’s needed.
- 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, including the capacity for a dual-screen configuration.
- You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt.
- 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.
Responsibilities
- 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 will retain a position as the customer’s point person through regular updates and confirming resolution.
- Field feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
- Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams.
- Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team.
- Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.
- Contribute to and lead new hire training sessions, including giving your input on onboarding materials.
- 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.
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