Associate, Customer & Product Support
New
A
AlphaSenseAI market intelligence
Canada (Remote)Full-TimeMiddle
SalaryBase Compensation Range $65,000 — $75,000 CAD
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Job Details
- Experience
- 3 or more years of experience working in a client/product support role.
- Required Skills
- Artificial IntelligenceCustomer serviceCustomer support
Requirements
- Have 3 or more years of experience working in a client/product support role.
- Bring a customer-first mindset and enjoy solving complex problems.
- Communicate clearly and explain complex issues in simple terms.
- Maintain a stable, professional home working environment suitable for high-level support.
- Have capacity for a dual-screen configuration; equipment is provided by AlphaSense.
- Demonstrate attention to detail and effective time management.
- Be able to prioritize rigorously under pressure.
- Show curiosity, initiative, adaptability, and a continuous improvement mindset.
- Have an interest in AI, technology, and software applications.
Responsibilities
- Deliver customer support and serve as a point of escalation for complex inquiries and technical issues.
- Guide customers through product features and functionalities to address questions and challenges.
- Investigate, diagnose, and troubleshoot queries received through email and live chat, and lead customer support calls as needed.
- Escalate tickets to appropriate teams, provide regular customer updates, and confirm resolution.
- Identify recurring questions and improve documentation, help center articles, and in-app tours.
- Partner with Customer Education during live training sessions and manage session chat.
- Share customer feedback and feature requests with Product teams and communicate issues to technical teams.
- Provide level 1 support for internal support channels and help prioritize fixes.
- Partner with SRE during incident responses and relay updates between Engineering and Support.
- Contribute to new-hire training, support documentation, and beta testing of new features.
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