Analyst

AlphaSense is seeking an Analyst, Customer & Product Support to join our growing global Customer & Product Support (C&PS) team. This role is pivotal in ensuring our clients maximize value from the AlphaSense platform by bridging technical expertise with a deep understanding of user needs. As the first line of support, you will drive customer outcomes and seamless platform utilization, delivering prompt, knowledgeable, and excellent customer service. This position is dedicated to our BamSEC platform, a key component of the AlphaSense suite. This is an excellent opportunity for career growth, offering cross-functional exposure and the chance to influence future product developments.

Responsibilities:

• Deliver world-class customer experience by acting as the primary advocate for global customers, ensuring positive interactions through timely and effective query resolution.
• Guide customers on platform features and functionalities to enhance their experience and fully address their questions or challenges.
• Achieve predefined team targets for quality and excellence in customer support outcomes.
• Provide impeccable customer support by investigating, diagnosing, and troubleshooting issues submitted via email.
• Escalate tickets to appropriate teams when necessary, maintaining ownership as the customer's point of contact and ensuring regular updates and confirmed resolutions.
• Collaborate effectively with global technical and non-technical stakeholders.
• Become an expert on the BamSEC product through proactive learning and staying updated on new features.
• Identify areas for content improvement and contribute to creating and updating knowledge base articles, tutorials, and support documentation.
• Assist with special projects as assigned.

Qualifications:

• 1-2 years of experience in a client-facing or product support role.
• A customer-first mindset with a passion for solving complex problems.
• Strong communication skills with the ability to explain complex issues simply.
• Excellent analytical, critical thinking, and problem-solving abilities.
• A curious, proactive, and continuous improvement mindset with the ability to learn quickly and adapt.
• Strong attention to detail, effective time management, and prioritization skills.
• An interest in systems, technology, and software applications.
• High ethical standards and integrity.
• A team player who enjoys building strong cross-group working relationships and assisting colleagues.

AlphaSense is an equal-opportunity employer committed to a diverse and inclusive work environment. We do not discriminate based on any non-merit factor. Reasonable accommodation is provided for qualified employees with disabilities.

Please be aware of potential recruiting scams. AlphaSense never asks for payment for job applications, equipment, or training. Official communications will come from an @alpha-sense.com email address. Verify job postings on our Careers page.