Associate, Customer & Product Support
Core
First-line support associate for a market intelligence platform, resolving technical issues, guiding users on features, and acting as a liaison between customers and product/engineering teams.
Role type
Associate, Customer & Product Support (Level 1 Support)
Builds
Market intelligence platform (AlphaSense) serving enterprise customers
Domain
Financial technology / Market intelligence / AI
Deliverable
client delivery
Required skills
troubleshooting, technical problem-solving, customer communication, product knowledge, documentation creation, incident response, stakeholder liaison, beta testing, training delivery
Preferred skills
interest in AI and technology, continuous improvement mindset, ability to learn complex workflows quickly
Technologies
AlphaSense platform, live chat, email support channels, knowledge base systems
Responsibilities
Investigate, diagnose, and resolve complex customer inquiries via email and live chat; Guide customers through platform features to maximize usage; Partner with Product and Engineering to convey feedback and feature requests; Lead incident responses and act as a liaison between Support and Engineering; Create and update knowledge base articles and support documentation; Test new beta features and provide feedback; Lead new hire training sessions and contribute to onboarding materials.
Seniority
Associate, individual contributor
