Associate, Customer & Product Support

About the role

AlphaSense is an AI platform for market intelligence and workflow orchestration, combining domain-specific AI with over 500 million business documents such as equity research, earnings calls, filings and news. Its Customer & Product Support (C&PS) team sits between sales, customer success and technical support, delivering prompt, knowledgeable responses and helping customers get the most value from the platform. The team is global, based in the US, UK, India and Singapore, and this Associate role is its first line of support, partnering with product and engineering teams on future product development.

Key responsibilities

• Act as the first line of defense for customers worldwide, responding to queries and issues promptly and resolving them effectively.
• Guide customers through features and functionalities so they can use the platform to its full potential.
• Investigate, diagnose and troubleshoot queries received by email and live chat, and lead support calls when needed.
• Escalate tickets to the right teams, keep customers updated and confirm resolution.
• Collect and package customer feedback and feature requests for product and engineering teams, conveying them to the right product groups.
• Stay up to date on new product features and fill gaps in your own knowledge.
• Contribute to knowledge base articles, tutorials and other support documentation.

Required profile

• 1-2 years of experience in a client or product support role.
• Intelligent, articulate, consultative and confident client-facing professional with a customer-first mindset.
• Strong communicator able to explain complex issues simply, with attention to detail and good time management.
• Interest in AI, technology and software applications.
• Most technical knowledge is learned on the job due to a diverse client base.