Analyst, Customer & Product Support

About the Role

Analyst, Customer & Product Support

This role will be dedicated to our BamSEC platform as part of the wider AlphaSense suite of products.

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

Who You Are

• An intelligent, articulate, consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.
• You possess a customer-first mindset and enjoy working through complex problems to find solutions.
• You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• Possess strong analytical, critical thinking and problem solving abilities.
• A team player who enjoys building strong cross-group working relationships.
• You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job.
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
• You have an interest in systems, technology and software applications.
• One who acts with integrity and sets high ethical standards through your actions.

What You ll Do

• Deliver a world-class customer experience.

• Act as the first line of defense and advocate for all of 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 email
• You will escalate tickets to appropriate teams when needed and will retain a position as the customer s point person through regular updates and confirming resolution.
• Collaborate effectively with technical and non-technical global stakeholders.

• Be an expert on our product and continuously build your knowledge.

• Become an expert on the BamSEC 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 their expertise.
• Assist with special projects as assigned.