About the Role

Ever wondered what happens behind the scenes at a company powering the decision-making of the world's most sophisticated enterprises? At AlphaSense, we rely on smart people who love solving puzzles and helping others succeed. As our new Associate for Customer and Product Support based remotely in Canada, you will sit right at the intersection of our cutting-edge AI technology and our rapidly growing user base. If you enjoy untangling technical snags and chatting with professionals who rely on market intelligence every single day, this might just be your next big career move.

Overview

We are looking for a dedicated problem solver to join our global support team. In this fully remote role, you will act as a primary lifeline for our users, guiding them through our platform and ensuring they extract maximum value from our vast content universe. You will collaborate closely with product and engineering teams to flag bugs, share user feedback, and continuously improve the overall customer experience.

Key Responsibilities

Provide prompt, empathetic, and effective troubleshooting for users navigating our search and market intelligence platform.
Resolve inbound inquiries via chat, email, and other support channels with a strong focus on first-contact resolution.
Translate complex technical issues into clear bug reports for our internal engineering squads.
Master our proprietary software and stay updated on new product releases to serve as a knowledgeable guide for clients.
Contribute to our internal knowledge base by writing helpful articles and documentation for common user scenarios.

Requirements

Proven experience in a customer-facing support role, preferably within a SaaS or tech-driven environment.
Exceptional written and verbal communication skills that put users at ease.
A natural curiosity for technology and a talent for diagnosing software issues quickly.
The ability to thrive in a remote work setting while managing your time and tasks independently.
Residing in Canada with reliable internet access to connect seamlessly with our global team.

What You'll Gain

Joining AlphaSense means stepping into a culture of continuous learning and rapid growth. You will gain hands-on experience with state-of-the-art AI search technology while working alongside talented teammates across the globe. We offer competitive compensation, comprehensive benefits, and plenty of room to carve out your own career path in the tech industry.