Customer Support Specialist

2 weeks ago

Pune, Maharashtra, India AlphaSense Full time

About AlphaSense:

We're a cutting-edge company that empowers the world's most sophisticated organizations to make informed decisions. Our platform is built on proven AI, delivering insights from a vast universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content.

Our team is dedicated to providing seamless access and optimal utilization of our market-leading platform and products. We're committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses.

About the Role

We're seeking an Analyst, Customer & Product Support to join our growing team. This role combines technical knowledge of our solution with a deep understanding of our users, across all segments and business units, to realize maximum value from the platform.

As a key member of our Customer & Product Support team, you'll contribute excellent customer service, which ultimately maximizes prospect and customer health. You'll act as our first line of support, learning our business and customers inside and out.

Responsibilities

  1. Deliver a world-class customer experience by acting as the first line of defense and advocate for all customers globally.
  2. Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
  3. Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
  4. Collaborate effectively with technical and non-technical global stakeholders.
  5. Be an expert on our product and continuously build your knowledge by staying up-to-date on new features and filling any gaps in your knowledge.

Requirements

  1. An intelligent, articulate, consultative, and confident client-facing professional with 1-2 years of experience working in a client/product support role.
  2. A customer-first mindset and the ability to work through complex problems to find solutions.
  3. Strong analytical, critical thinking, and problem-solving abilities.
  4. A team player who enjoys building strong cross-group working relationships.
  5. Curiosity, proactivity, and a continuous improvement mindset with the ability to learn quickly and adapt.
  6. Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure.
  7. An interest in AI, technology, and software applications.

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