Analyst

AlphaSense is seeking an Analyst, Customer & Product Support to join its dynamic Customer & Product Support (C&PS) team in Pune, India. This role is pivotal in bridging technical expertise of our solutions with a deep understanding of our diverse user base, ensuring they derive maximum value from the AlphaSense platform. The C&PS team is crucial for delivering excellent customer service, enhancing prospect and customer health, and acting as the first line of support to understand our business and customers intimately. This position will drive usage and engagement, and collaborate with product management and engineering to shape future product developments based on market needs, with a specific focus on our BamSEC platform.

This role is an excellent launchpad for career acceleration at AlphaSense, offering significant cross-functional exposure and opportunities for professional growth across various business areas.

Who You Are:

• 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 resolving complex problems.
• A diligent team player who thrives in an entrepreneurial environment.
• A strong communicator with an innate ability to simplify and explain complex issues.
• Skilled in analytical thinking, critical thinking, and problem-solving.
• A team player adept at building strong cross-group working relationships.
• Curious, proactive, with a continuous improvement mindset and the ability to learn and adapt quickly. Technical knowledge will be learned on the job.
• Detail-oriented with effective time management and prioritization skills under pressure.
• Interested in systems, technology, and software applications.
• Acts with integrity and upholds high ethical standards.

What You'll Do:

• Deliver a World-Class Customer Experience:
• Serve as the primary advocate for global customers, ensuring positive experiences through prompt responses and effective issue resolution.
• Guide customers on features and functionalities to maximize their platform experience and resolve queries.
• Achieve predefined team targets with high quality and excellence.
• Provide Impeccable Customer Support:
• Investigate, diagnose, troubleshoot, and resolve customer queries received via email.
• Escalate tickets to appropriate teams when necessary, maintaining customer communication and confirming resolution.
• Collaborate effectively with global technical and non-technical stakeholders.
• Become a Product Expert:
• Develop expertise in the BamSEC product and stay current with new features.
• Identify opportunities to improve support content and contribute to knowledge base articles, tutorials, and documentation.
• Assist with special projects as assigned.

AlphaSense is an equal-opportunity employer committed to a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of 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 disabilities.

Beware of recruiting scams. AlphaSense never asks for payment for job applications, equipment, or training. All official communications come from an @alpha-sense.com email address. Verify postings on our Careers page.