Responsibilities
- Deliver a world-class customer experience.
- Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues.
- Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
- Identify commonly asked questions to help drive better documentation, help center articles or in-app tours.
- Partner with Customer Education on live training, answering queries and owning the chat function within each session.
- Provide impeccable customer support.
- Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
- Escalate tickets to appropriate teams when needed and retain a position as the customer’s point person through regular updates and confirming resolution.
- Act as a key partner to Product and Engineering.
- Have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
- Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution.
- Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate.
- Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information.
- Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.
- Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes.
- Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.
- Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team.
Work Arrangement
Remote (Country)
Team
Structure: Global team across US, UK, India, and Singapore
Additional Information
- Remote work from Canada
- Dual-screen configuration required (equipment provided by AlphaSense)
