Product Solutions Analyst | Housing

About the role

EliseAI's Product Solutions team are subject matter experts responsible for solving issues and answering questions for our customers. Our Product Solutions Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Product Solutions team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

Key Responsibilities

• Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, ensuring timely resolution of issues
• Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
• Maintain clear documentation and communication with clients throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
• Collaborate with the other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements
• Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume
• Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution
• Avoid burnout by moving at rocket speed, building something massive. We’re scaling fast, solving real client problems with precision and ambition.

Requirements

• 1-2 years in a Customer Support Analyst or equivalent role is a plus
• Experience with support software and CRMs (e.g., Zendesk, Salesforce, SQL)
• Knowledge is a plus
• Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
• Bias towards data-driven decision-making and analytical skills
• Strong written and verbal communication skills
• Willingness to work in person at our office 5 days a week

Nice to haves

• Computer Science degree, bootcamp certificate, or equivalent
• Experience building projects using low code / no code tools such as Retool
• Advanced knowledge of Google Sheets or Excel
• Familiarity with DataDog or other similar event-logging software
• Familiarity with Postman or other API testing tools
• Familiarity with Reporting tools such as Tableau
• Experience writing SQL queries

Benefits

• Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling so fast.
• Competitive salaries
• Comprehensive benefits & perks package including medical, dental and vision premiums covered at 100%, fully paid parental leave, commuter benefits, 401k benefits, fitness & home services stipend, unlimited vacation and paid holidays
• Relocation packages and exciting moves

Job Compensation Range

The salary range for this role is $75,000 - $95,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications which are assessed during the interview process.