Product Support Specialist

Aleph(3 months ago)

RemoteFull TimeJunior$45,000 - $90,000GTM

About this role

The Product Support Specialist at Aleph is responsible for managing the daily support queue in Pylon, ensuring timely triage and resolution of customer inquiries while maintaining high operational standards. This role involves building and enhancing the knowledge base by creating clear documentation and instructional content, as well as analyzing support tickets for insights to inform product improvements. Additionally, the Specialist will measure and report on key support metrics to optimize performance and streamline workflows, making it essential for laying the foundations of Aleph’s customer support function.

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Required Skills

Customer Support
Knowledge Base Management
Ticket Resolution
Reporting Metrics
Technical Writing
Workflow Design
Empathy
Communication Skills
Ownership Mentality
Problem-Solving

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About Aleph

www.getaleph.com

Aleph is an AI-native financial planning and analysis (FP&A) software designed to enhance data management and decision-making capabilities for finance teams. The platform seamlessly integrates with existing spreadsheets and provides tools for financial reporting, data consolidation, and modeling, enabling organizations to automate workflows and derive deeper insights quickly. Aleph differentiates itself by combining powerful analytics with user-friendly interfaces, helping finance professionals transition from manual processes to more strategic tasks efficiently. With capabilities for real-time data sharing and visualization, Aleph empowers finance teams to focus on high-value activities that drive business performance.