Eliseai

Product Solutions Analyst | Housing

New York City. Posted 5 days ago

The role

Product Solutions Analysts act as subject matter experts to solve issues and answer questions for customers. They use in-depth system knowledge to troubleshoot issues and work with internal teams to ensure a good customer experience.

What you will do

  • Provide tier 1 and tier 2 technical support to clients via Zendesk
  • Investigate, troubleshoot, and fix complex technical issues
  • Escalate issues to appropriate internal teams
  • Maintain clear documentation and communication with clients
  • Collaborate with Product Solutions teams to relay user feedback and identify recurring issues
  • Run audits and contribute to product improvements
  • Maintain and update internal knowledge base articles, FAQs, and user guides
  • Run Quality Assurance check on Support AI Chatbot
  • Provide ongoing coaching to ensure proper responses

Required qualifications

  • Experience with support software and CRMs
  • 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 have

  • 1-2 years in a Customer Support Analyst or equivalent role
  • SQL Knowledge
  • 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

  • Equity in the company
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Commuter benefits
  • 401k benefits
  • Fitness & home services stipend
  • Collaborative in-office environment with an open floor plan
  • Fully stocked kitchen
  • All meals covered in the office
  • Unlimited vacation
  • Paid holidays
  • Relocation packages

About the company

EliseAI improves the housing and healthcare industries by integrating AI agents into existing workflows. The company recently raised a $350 million funding round at a $4 billion valuation.