Analyst, Customer & Product Support
Core
First-line support analyst for a market intelligence SaaS platform, resolving customer queries and driving product adoption.
Role type
Analyst, Customer & Product Support
Builds
AlphaSense market intelligence platform (AI-driven search, equity research, company filings, transcripts)
Domain
Financial technology / Market intelligence
Deliverable
client delivery
Required skills
problem solving, analytical thinking, communication, time management, prioritization, technical adaptability
Preferred skills
interest in AI and software applications
Technologies
AI-driven search, equity research tools, company filing databases, event transcript platforms
Responsibilities
Investigate, diagnose, and troubleshoot customer queries via email, live chat, and phone; guide customers through platform features to maximize usage; escalate complex tickets to appropriate teams; contribute to knowledge base articles and support documentation; collaborate with product and engineering teams on future developments.
Seniority
Junior, individual contributor