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Job Description
AlphaSense is a market intelligence and search platform that helps companies make informed decisions. The company acquired Tegus in 2024 to enhance its content and product capabilities. AlphaSense serves over 4,000 enterprise customers and has offices in multiple countries.
The Content Support Analyst role is the first point of contact for content-related issues and inquiries. The analyst identifies, tickets, distributes, and ensures timely resolution for all inbound issues.
Responsibilities:
- Gaining an in-depth understanding of content issues, workflows, and resolution tools.
- Efficiently ticketing all inbound requests, ensuring accurate categorization and prioritization.
- Learning 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.
- Communicating 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.
- Participating in training and development opportunities to enhance problem-solving skills and content knowledge.
- Contributing to team meetings and activities, sharing insights and suggestions for process enhancements.
Requirements:
- Prior working experience of working with Client Facing Team.
- Intermediate knowledge of Broker Research and entitlements workflow.
- Experience working with ITSM (Jira Tool).
