Product Support Analyst

Product Support Analyst

Location: India (Remote)

Reports to: EMEA & APAC Product Specialist Manager

Shift Timings: 5:00 PM to 2:00 AM IST

About AlphaSense:

AlphaSense is an AI-powered market intelligence search engine used by the largest and fastest-growing firms globally. Our mission is to democratize access to the world's most important content sets for market analysis. Our customers include 75% of the S&P 100, 70% of the top asset management firms, 76% of the leading consultancies, and the 20 largest pharmaceutical companies. AlphaSense helps knowledge professionals become dramatically more productive and gain an information edge by discovering critical data points and trends that others miss.  

• Total of $525M+ in VC funding – Series D funded in Jun’22 with a valuation of $1.7B
• Trusted by 3,500+ enterprise customers, including a majority of the S&P 500.
• 1000+ people across offices in the U.S., U.K., Finland, and India

For more information, please visit www.alpha-sense.com.

Check out what we’ve built so far: 

About the Team:

The Product Specialist team is responsible for providing assistance and technical support to customers who are using a company's products or services. Their role may include responding to customer inquiries, troubleshooting issues, resolving technical problems, and providing training and education on how to use the product effectively. They may work closely with other teams such as Product Development, Account Executives and Account Managers to ensure that customer needs are being met and that the product is meeting its intended objectives. Product Support teams may also be responsible for collecting feedback from customers and communicating that feedback to other teams to help improve the product.

About the Role:

Are you a passionate and accomplished Project Support Analyst looking for an opportunity to join a high-growth company? Join our rapidly growing India team and help enable an award-winning product that's making waves in international markets! As a Project Support Analyst, you'll be supporting our Product Specialist and Customer Success teams to ensure our clients receive the best possible support. Don't miss this chance to be a part of our dynamic team!

Who you are:

• A customer-centric individual, who has experience in supporting the customers through an email ticketing system, chat, and/or phone calls.
• Demonstrate exceptional organizational skills and attention to detail.
• Passion for helping customers and thriving in a fast-paced environment.
• Provide new employees with training sessions to enhance their skills.
• Open to feedback and eager to improve. 
• Understanding of Sense of urgency in resolving customer issues and are committed to providing high-quality product support.
• Eager to learn and stay up-to-date with industry trends and best practices related to our products and are willing to continuously learn and improve your skills.
• Have the ability to execute, act tactically and write effectively.
• Have the desire to learn and absorb information to make connections and drive productivity.
• Possess strong analytical, critical thinking, and problem-solving abilities.
• A team player who enjoys building strong cross-group working relationships.
• Salesforce or any CRM tools experience is a plus.

What You’ll Do:

• Support the Product Specialist and Customer Success team with day-to-day tasks to ultimately improve the client experience.
• Process the personalized product customization requests submitted by Product Specialist and the Customer Success by following SOPs.
• Respond to inquiries from Product Specialists and the broader Customer Success team,  providing support where needed. 
• Investigate and troubleshoot customer issues to determine root causes and provide solutions or workarounds.
• Document and track customer issues in a ticketing system.
• Collaborate with the Product Specialist and Customer Success team members to gather the required information.
• Escalate complex issues to the appropriate teams and follow up on their resolution.
• Provide regular status updates to stakeholders on active queries.
• Contribute to the creation and maintenance of product knowledge base articles and support documentation.
• Participate in the testing of new product releases.
• Stay up-to-date with industry trends and best practices related to our products.
• Track communication in our CRM for transparency and auditability of casework.
• Focus on improving customer satisfaction by delivering timely, accurate, and quality services.
• Suggest process and system enhancements to increase efficiency.
• Assist with special projects as assigned.

EEO Statement:

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis 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. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.