Content Support Analyst

Job Description

AlphaSense is seeking a Content Support Analyst to join their team in Mumbai. AlphaSense empowers professionals to make smarter decisions through AI-driven market intelligence. The company's platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500.

The Content Support Analyst will be the first point of contact for content-related issues and inquiries. This role requires a proactive approach to identify, ticket, distribute, and ensure timely resolution for all inbound issues. Clear communication with requestors regarding resolution timelines is key. The Analyst will also contribute to the continuous improvement of content quality and user experience.

Responsibilities:

• Gain an in-depth understanding of content issues, workflows, and resolution tools.
• Efficiently ticket all inbound requests, ensuring accurate categorization and prioritization.
• Learn about varied departments, inner-workings, and distribute tickets to appropriate teams or individuals for resolution, monitoring progress to ensure timely action.
• Directly address and resolve issues related to 3rd Party Vendor Data and inbound General Inquiries.
• Communicate effectively with requestors, providing updates on ticket status, expected resolution timelines, and final outcomes.
• Actively engage with the Manager/Team Lead to monitor issue trends, contributing to reports for Issue Trend Reports for Product Managers (PMs), that will inform strategy and development improvements over time.
• Participate in training and development opportunities to enhance problem-solving skills and content knowledge.
• Contribute to team meetings and activities, sharing insights and suggestions for process enhancements.

Requirements:

• Prior working experience of working with Client Facing Team (Good to have).
• Intermediate knowledge of Broker Research and entitlements workflow (Good to have).
• Experience working with ITSM (Jira Tool) (Good to have).