Content Support Analyst I

📌 Core Information

🔹 Job Title: Content Support Analyst I

🔹 Company: AlphaSense

🔹 Location: Delhi, Delhi, India

🔹 Job Type: On-site

🔹 Category: Software Development

🔹 Date Posted: April 4, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Handling content-related issues and inquiries as the first point of contact
• Efficiently ticketing and distributing inbound requests for resolution
• Communicating with requestors regarding resolution timelines and outcomes
• Contributing to content quality improvement and user experience enhancement

ASSUMPTION: This role requires strong communication skills, problem-solving abilities, and the capacity to work effectively in a team environment. Prior experience in a client-facing role or similar position would be beneficial.

📋 Key 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

ASSUMPTION: This role involves a high degree of multitasking, requiring the ability to manage multiple tickets and prioritize workloads effectively.

🎯 Required Qualifications

Education: Bachelor's degree in a relevant field

Experience: 0-2 years of relevant experience

Required Skills:

• Excellent communication skills in English
• Strong problem-solving abilities
• Familiarity with ITSM tools (Jira preferred)
• Ability to work effectively in a team environment

Preferred Skills:

• Prior experience working with a client-facing team
• Intermediate knowledge of broker research and entitlements workflow

ASSUMPTION: While not explicitly stated, a background in customer support, content management, or a related field would be advantageous for this role.

💰 Compensation & Benefits

Salary Range: INR 4,00,000 - 6,00,000 per annum (Estimated based on industry standards for entry-level roles in Delhi)

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid time off

Working Hours: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break)

ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level roles in Delhi. Actual compensation may vary depending on the candidate's qualifications and experience.

📌 Applicant Insights

🔍 Company Context

Industry: AlphaSense operates in the Software Development industry, focusing on market intelligence and search powered by AI.

Company Size: AlphaSense has 1,001-5,000 employees, providing a mid-sized company environment with ample opportunities for growth and collaboration.

Founded: AlphaSense was founded in 2011, with over a decade of experience in the market intelligence and AI-driven search space.

Company Description:

• AlphaSense is trusted by over 4,000 enterprise customers, including a majority of the S&P 500
• The company offers a comprehensive universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content
• AlphaSense is committed to providing a work environment that supports, inspires, and respects all individuals, offering equal employment opportunities

Company Specialties:

• Semantic search
• Investment research
• Company research
• Competitive intelligence
• Market intelligence
• Sentiment analysis
• Equity research
• Market research
• Corporate strategy

Company Website: alpha-sense.com

ASSUMPTION: AlphaSense is a well-established company in the market intelligence and AI-driven search space, with a strong focus on providing high-quality content and user experience to its clients.

📊 Role Analysis

Career Level: This role is an entry-level position, offering an excellent opportunity to gain experience in content support and customer service within the software development industry.

Reporting Structure: The Content Support Analyst I will report directly to the Content Support Team Lead or Manager.

Work Arrangement: This is an on-site role, requiring the candidate to work from AlphaSense's office in Delhi, India.

Growth Opportunities:

• Progression to a Content Support Analyst II or similar role with increased responsibilities
• Transition to other teams within AlphaSense, such as Product Management or Content Development, based on skills and interests
• Professional development through training and workshops offered by the company

ASSUMPTION: AlphaSense provides opportunities for career growth and development, with a clear path for progression within the content support team and other departments.

🌍 Location & Work Environment

Office Type: AlphaSense's office in Delhi is a modern, collaborative workspace designed to foster productivity and creativity.

Office Location(s): 24 Union Sq E, 6th Floor, New York, New York 10003, US; Itämerenkatu 3 B, 6th floor 00180 Finland, 6th Floor, Helsinki , 00180, FI; One Beacon St, 15th Floor, Boston, MA 02108, US; 1 Poultry, London, EC2R 8EJ, GB; Mindspace Road, Unit no 13, 1st floor, B wing, Paradigm Towers, Mumbai, Maharashtra 400064, IN; Baner Road, S No 288/1A/2, 6th Floor, IQS Tower Opposite Kapil Malhar, Pune, Maharashtra 411045, IN

Geographic Context:

• Delhi is the capital city of India, offering a vibrant cultural scene, historical sites, and a diverse range of dining and entertainment options
• The city is well-connected by public transportation, with numerous bus, metro, and rail services
• Delhi experiences a humid subtropical climate, with hot summers and cool winters

Work Schedule: Full-time, Monday to Friday, 9:00 AM to 6:00 PM (with a 1-hour lunch break)

ASSUMPTION: Working at AlphaSense's Delhi office provides an engaging and dynamic work environment, with opportunities to collaborate with team members from various departments and locations.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• Technical interview with the Content Support Team Lead or Manager
• Final round interview with the hiring manager

Key Assessment Areas:

• Problem-solving skills
• Communication abilities
li>Understanding of content issues and workflows
• Cultural fit with AlphaSense's values and work environment

Application Tips:

• Tailor your resume to highlight relevant skills and experiences for this role
• Prepare examples of how you've handled content-related issues or customer inquiries in the past
• Demonstrate your enthusiasm for learning and growing within the content support team

ATS Keywords: Content issues, ticketing, communication, problem-solving, vendor support, team collaboration, data analysis, workflow management

ASSUMPTION: AlphaSense uses an Applicant Tracking System (ATS) to manage job applications, so including relevant keywords in your resume can help your application stand out.

🛠️ Tools & Technologies

• Jira (ITSM tool for ticketing and project management)
• Confluence (collaboration and knowledge sharing platform)
• Other tools and technologies specific to AlphaSense's content support processes

ASSUMPTION: Familiarity with Jira and Confluence is beneficial for this role, as they are commonly used tools in software development and project management.

👔 Cultural Fit Considerations

Company Values:

• Customer-centricity
• Innovation
• Collaboration
• Integrity
• Accountability

Work Style:

• Fast-paced and dynamic work environment
• Strong emphasis on teamwork and collaboration
• Opportunities for professional growth and development

Self-Assessment Questions:

• How do you handle multiple content-related issues simultaneously, ensuring none slip through the cracks?
• Can you describe a time when you had to communicate complex information to a non-technical audience? How did you approach this?
• How do you stay organized and manage your time effectively in a fast-paced work environment?

ASSUMPTION: AlphaSense values candidates who align with their company values and work style, demonstrating strong problem-solving skills, effective communication, and a commitment to customer-centricity.

⚠️ Potential Challenges

• Handling a high volume of inbound requests and maintaining efficiency
• Managing multiple tickets and prioritizing workloads effectively
• Adapting to a fast-paced and dynamic work environment
• Working with diverse teams and stakeholders across various departments and locations

ASSUMPTION: These challenges can be overcome with strong organizational skills, effective communication, and a proactive approach to problem-solving.

📈 Similar Roles Comparison

• Content Support Analyst I vs. Content Support Analyst II: The latter role involves more complex issues, increased responsibilities, and potentially higher compensation
• Content Support Analyst I vs. Customer Support Specialist: Both roles involve handling customer inquiries and resolving issues, but the Content Support Analyst I focuses specifically on content-related issues
• Career path comparison: Progression from Content Support Analyst I to Content Support Analyst II, followed by potential transitions to other teams or roles within AlphaSense

ASSUMPTION: Understanding the differences between similar roles and career paths can help applicants make informed decisions about their professional development and growth within AlphaSense.

📝 Sample Projects

• Improving the ticketing process to reduce resolution time and enhance user experience
• Developing a knowledge base or FAQ section to empower users and reduce support requests
• Collaborating with product managers to identify trends and inform content quality improvements

ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that a Content Support Analyst I might undertake to enhance content quality and user experience at AlphaSense.

❓ Key Questions to Ask During Interview

• What are the most common content-related issues faced by users, and how can I best address them?
• How does the content support team collaborate with other departments, such as product management and content development?
• What opportunities are there for professional development and growth within the content support team and AlphaSense as a whole?
• How does AlphaSense ensure the quality and relevance of its content, and what role does the content support team play in this process?
• What is the work environment like at AlphaSense's Delhi office, and how does it support collaboration and productivity?

ASSUMPTION: Asking thoughtful questions during the interview process can help applicants better understand the role, the team, and the company, enabling them to make informed decisions about their application and potential career growth.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume to highlight relevant skills and experiences for this role, emphasizing your problem-solving abilities, communication skills, and familiarity with ITSM tools
• Prepare a cover letter explaining your interest in the role and your qualifications for the position
• If applicable, provide examples of your experience with content-related issues or customer inquiries, demonstrating your ability to handle and resolve these issues effectively
• Follow up with the AlphaSense HR team one week after submitting your application to inquire about the status of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.