Job Overview

Job Title: Analyst, Customer & Product Support

Company: AlphaSense
Location: Pune, Maharashtra, India
Job Type: Permanent

Company Overview

AlphaSense is a global leader in market intelligence and AI-powered search. The company empowers professionals to make smarter decisions through advanced AI-driven insights from trusted content, including equity research, company filings, event transcripts, expert calls, news, and trade journals. Trusted by over 4,000 enterprise customers, including a majority of the S&P 500, AlphaSense is revolutionizing the decision-making process for its clients.

Founded in 2011, AlphaSense is headquartered in New York City with over 1,300 employees across the globe, including offices in the U.S., U.K., Finland, India, and Singapore. For more information, visit www.alpha-sense.com.

About the Team

The Customer & Product Support (C&PS) team is at the intersection of sales, customer success, and technical support. Our team collaborates closely to drive positive customer outcomes, ensuring seamless access and optimal utilization of AlphaSense's market-leading platform. With a global presence in the U.S., U.K., India, and Singapore, the team is dedicated to enhancing every user's experience through prompt, knowledgeable support.

About the Role

AlphaSense is looking for an Analyst, Customer & Product Support to join its growing team. This role combines technical expertise with a deep understanding of customer needs across various segments and business units. As the first line of support, you will help maximize the value customers derive from the platform. You will also work closely with product management and engineering teams to influence future product developments.

This role offers cross-functional exposure and is an excellent opportunity to accelerate personal growth and your career at AlphaSense.

Who You Are

• Experience: 1-2 years in a client/product support role.

• Customer-Centric: You possess a customer-first mindset, enjoy solving complex problems, and thrive in an entrepreneurial team environment.

• Strong Communicator: You can distill and explain complex issues in simple terms.

• Analytical and Problem-Solving Skills: Strong ability to think critically and solve problems.

• Team Player: You enjoy building strong cross-functional relationships.

• Curious and Proactive: You have a continuous improvement mindset and are quick to learn and adapt.

• Attention to Detail: Excellent time management skills and the ability to prioritize effectively under pressure.

• Interest in Technology: You have a genuine interest in AI, technology, and software applications.

What You'll Do

• Customer Support: Deliver exceptional customer experience by acting as the first line of defense, resolving queries via email, live chats, and direct support calls.

• Customer Advocacy: Advocate for global customers to ensure consistent, high-quality support and positive outcomes.

• Feature Guidance: Help customers navigate the platform, guiding them through features and functionalities to maximize their experience.

• Problem Resolution: Investigate, diagnose, troubleshoot, and resolve customer issues. Escalate tickets to appropriate teams when needed, ensuring regular updates until resolution.

• Collaboration: Work effectively with both technical and non-technical global teams to resolve issues.

• Product Expertise: Become an expert in the AlphaSense platform, staying updated on new features and filling knowledge gaps.

• Knowledge Contribution: Identify areas for improvement in support content, creating and updating knowledge base articles, tutorials, and documentation.

• Special Projects: Assist with special projects as assigned.

Equal Opportunity Statement

AlphaSense is an equal-opportunity employer. We are committed to creating a work environment that supports, inspires, and respects all individuals. We provide equal consideration for employment regardless of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor.

We also provide reasonable accommodations to qualified employees with protected disabilities, as required by applicable laws.

Recruiting Scams and Fraud

AlphaSense is aware of fraudulent job postings and individuals impersonating recruiters. We advise all applicants to verify job listings and communications from AlphaSense. Note that AlphaSense never asks candidates to pay for job applications, training, or equipment, and all official communications will come from an @alpha-sense.com email address. If you suspect fraudulent activity, please contact us directly.

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