Associate, Customer & Product Support
Core
First-line support for a global AI market intelligence platform, resolving customer queries, troubleshooting issues, and acting as a bridge between users and product/engineering teams.
Role type
Associate, Customer & Product Support (IC)
Builds
Customer satisfaction and product adoption for enterprise financial and business intelligence workflows
Domain
AI / Market Intelligence / Financial Technology
Deliverable
client delivery
Required skills
Client-facing communication, troubleshooting, product knowledge, documentation creation, stakeholder collaboration, prioritization
Preferred skills
Interest in AI and technology, continuous improvement mindset, ability to learn complex technical concepts quickly
Responsibilities
Investigate, diagnose, and resolve customer queries via email, live chat, and phone; Guide customers through platform features to maximize value; Partner with Product and Engineering to convey user feedback and feature requests; Create and update knowledge base articles and support documentation; Escalate complex tickets to appropriate internal teams while maintaining customer communication.
