Associate, Customer & Product Support
New
A
AlphaSenseMarket Intelligence
Remote - United StatesFull-TimeMiddle
Salary$65,000 — $81,000 USD
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Job Details
- Experience
- 3 or more years
- Required Skills
- DocumentationCustomer serviceTroubleshootingTechnical support
Requirements
- 3 or more years of experience in a client/product support role.
- Customer-first mindset with experience resolving complex problems.
- Strong communication skills with the ability to explain complex issues simply.
- Ability to rigorously prioritize tasks under pressure.
- Strong attention to detail and effective time management.
- Continuous improvement mindset with the ability to learn quickly.
- Interest in AI, technology, and software applications.
- Capacity to maintain a professional, dual-screen home working environment.
Responsibilities
- Deliver a world-class customer experience through prompt and knowledgeable responses.
- Act as the first line of defense and point of escalation for complex customer inquiries.
- Investigate, diagnose, and troubleshoot technical issues via email and live chat.
- Partner with Customer Education on live training sessions.
- Collaborate with Product and Engineering to triage feedback, feature requests, and bugs.
- Lead incident responses in partnership with SRE teams, acting as a liaison to ensure customer awareness.
- Own Level 1 support for internal support channels.
- Identify and document common questions to improve help center articles and tutorials.
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