Global Customer Experience Specialist

1 week ago


Pune, Maharashtra, India AlphaSense Full time

About AlphaSense: A Market Intelligence Leader


At AlphaSense, we empower the world's most sophisticated companies to make informed decisions with confidence. Our cutting-edge market intelligence platform is built on proven AI technology, delivering actionable insights from a vast universe of trusted content. This includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content. Our platform is relied upon by over 4,000 enterprise customers, including a majority of the S&P 500.



A Global Team of Experts


The Customer & Product Support team at AlphaSense sits at the intersection of sales, customer success, and technical support. Through close collaboration and teamwork, we drive positive customer outcomes and ensure seamless access to AlphaSense's market-leading platform and products. We are committed to delivering exceptional user experiences through consistent delivery of prompt and knowledgeable responses. The team is based globally across the US, UK, India, and Singapore.



About the Role


We seek an experienced Analyst to join our growing Customer & Product Support team at AlphaSense. As a key member of the team, you will marry technical knowledge of our solution with a deep understanding of our users, driving maximum value from the platform. Your expertise will be instrumental in delivering excellent customer service, maximizing prospect and customer health, and contributing to future product developments that resonate with the market.



This role offers cross-functional exposure across our business, providing great opportunities for career growth and development at AlphaSense. You will have the chance to work with a diverse range of stakeholders, including product management and engineering teams, to shape the future of our platform.



What You'll Do

  1. Deliver World-Class Customer Experiences
  2. Act as the first line of defense and advocate for all customers globally, ensuring timely responses and effective resolution of queries and issues.
  3. Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
  4. Deliver on predefined team targets, including delivering outcomes with high quality and excellence.
  5. Provide Impeccable Customer Support
  6. Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
  7. Escalate tickets to appropriate teams when needed and retain a position as the customer's point person through regular updates and confirming resolution.
  8. Be an Expert on Our Product
  9. Proactively learn, stay up-to-date on new features, and fill any gaps in your knowledge.
  10. Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on your expertise.
  11. Assist with special projects as assigned.


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