Customer Support Associate

• Act as the first line of defense and escalation point for complex customer inquiries and technical issues
• Guide customers through product features and functionalities
• Identify recurring questions and improve documentation, help center articles, and in-app tours
• Partner with Customer Education on live training, answer queries, and own chat during sessions
• Investigate, diagnose, troubleshoot, and resolve queries through email and live chat
• Lead support calls with customers as needed
• Escalate tickets to appropriate teams, provide regular updates, and confirm resolution
• Partner with Product and Engineering by conveying customer feedback and feature requests
• Qualify, triage, and repackage debugging steps for technical teams
• Own level 1 support of internal support channels
• Lead incident responses with SRE and liaise between Engineering and Support
• Build expertise in the AlphaSense product and stay current on new features
• Contribute to and lead new-hire training sessions
• Create and update knowledge base articles, tutorials, and support documentation
• Lead beta testing for new features and provide feedback

Customer Support Associate jobs in Canada

Associate, Customer & Product Support