Analyst, Customer & Product Support

About the role

AlphaSense is seeking an Analyst for Customer & Product Support to join its global C&PS team. You will be the first line of assistance for customers, helping them maximize the value of AlphaSense’s AI‑driven market intelligence platform while collaborating closely with product, engineering and sales teams.

Key responsibilities

• Deliver a world‑class customer experience by responding promptly to queries via email, live chat and support calls.
• Guide customers through platform features and functionalities to ensure successful adoption and issue resolution.
• Investigate, diagnose and troubleshoot technical problems, escalating tickets when necessary while maintaining ownership of the case.
• Collaborate with global technical and non‑technical stakeholders to provide accurate and timely solutions.
• Continuously expand product knowledge and stay up‑to‑date on new features.
• Identify gaps in documentation and contribute to knowledge‑base articles, tutorials and support guides.
• Assist with special projects and initiatives as assigned by the team.

Required profile

• 1‑2 years of experience in a client‑facing or product support role.
• Customer‑first mindset with strong problem‑solving and analytical abilities.
• Excellent communication skills, able to explain complex issues in simple terms.
• Team player who builds strong cross‑functional relationships and adapts quickly to new technical knowledge.