Analyst

Join the growing Customer & Product Support (C&PS) team at AlphaSense as an Analyst, Customer & Product Support. This role bridges technical expertise of our solution with a deep understanding of our diverse user base across all segments and business units to maximize platform value. The C&PS team is crucial for delivering excellent customer service, ensuring prospect and customer health, and acting as the first line of support to understand our business and customers intimately. This position will spearhead usage and engagement, and collaborate with product management and engineering teams to inform future product developments. This role will focus specifically on our BamSEC platform, a key part of the AlphaSense suite. This is an excellent opportunity for personal growth and career acceleration at AlphaSense, offering cross-functional exposure and diverse development paths.

About You:

• An intelligent, articulate, consultative, and confident client-facing professional with 1-2 years of experience in a client/product support role.
• Possess a customer-first mindset and enjoy solving complex problems.
• A diligent team player who thrives in an entrepreneurial environment.
• Strong communication skills with an ability to simplify and explain complex issues clearly.
• Excellent analytical, critical thinking, and problem-solving abilities.
• A collaborative team player who builds strong cross-group working relationships.
• Curious, proactive, and committed to continuous improvement with a quick learning ability.
• Strong attention to detail, effective time management, and prioritization skills under pressure.
• An interest in systems, technology, and software applications.
• Act with integrity and uphold high ethical standards.

What You'll Do:

Deliver World-Class Customer Experience:

• Serve as the primary advocate for global customers, ensuring positive experiences through timely responses and effective issue resolution.
• Guide customers on features and functionalities to maximize their platform experience.
• Achieve predefined team targets with high quality and excellence.

Provide Impeccable Customer Support:

• Investigate, diagnose, troubleshoot, and resolve customer queries via email.
• Escalate tickets to appropriate teams while maintaining customer communication and ensuring resolution.
• Collaborate effectively with global technical and non-technical stakeholders.

Become a Product Expert:

• Develop deep expertise in the BamSEC product, staying current with new features.
• Identify content improvement opportunities and contribute to knowledge base articles, tutorials, and support documentation.
• Assist with assigned special projects.

AlphaSense is an equal-opportunity employer committed to a work environment that supports, inspires, and respects all individuals. We do not discriminate based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. We provide reasonable accommodation for qualified employees with protected disabilities.

Recruiting Scams and Fraud Alert: Be aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. AlphaSense never asks for payment for job applications, equipment, or training. All official communications come from an @alpha-sense.com email address. Verify job postings on our Careers page. Contact us if you suspect a scam.