Customer Support Specialist

3 weeks ago

Pune, Maharashtra, India AlphaSense Full time

About AlphaSense:

We're a leading provider of market intelligence and search solutions, trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Our platform delivers insights that matter from content you can trust, with a universe of public and private content including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content.

Founded in 2011, we're headquartered in New York City with over 1,300 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Our mission is to remove uncertainty from decision-making, and we're committed to enhancing every user's experience through consistent delivery of prompt and knowledgeable responses.

About the Team

Our Customer & Product Support team sits at the intersection of sales, customer success, and technical support. We drive positive customer outcomes and ensure seamless access and optimal utilization of our market-leading platform and products. We're a global team based in the US, UK, India, and Singapore, and we're looking for an Analyst to join us.

About the Role

We're seeking an Analyst to join our growing C&PS team at AlphaSense. This role marries technical knowledge of our solution with a deep understanding of our users, across all segments and business units. You'll contribute excellent customer service, maximize prospect and customer health, and partner with our product management and engineering teams to determine future product developments.

This role offers cross-functional exposure across our business, providing great exposure to different areas you may want to develop your career in as you grow with us. You'll work closely with our technical and non-technical global stakeholders to deliver a world-class customer experience.

What You'll Do

  • Deliver a world-class customer experience.
  • Act as the first line of defense and advocate for all customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.
  • Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
  • Deliver on predefined team targets including delivering outcomes with high quality and excellence.
  • Provide impeccable customer support.
  • Investigate, diagnose, troubleshoot, and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
  • You'll escalate tickets to appropriate teams when needed and will retain a position as the customer's point person through regular updates and confirming resolution.
  • Be an expert on our product and continuously build your knowledge.
  • Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features, and filling any gaps in your knowledge.
  • Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on your expertise.

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