Product Solutions Analyst | Housing

New York Cityfull timeOn Site

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entry

$75k–$95k

H1B: no

Elise AI Product Solutions Analyst at EliseAI provides tier 1 and tier 2 technical support to clients, troubleshooting issues and collaborating with internal teams to ensure excellent customer experience. The role involves maintaining documentation and supporting product improvements.

Responsibilities

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.
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
Attract top-tier talent to join our driven team
Move at rocket speed, build something massive.
We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff. We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

Qualification

Computer Science degreeExperience writing SQL queriesGrowth and impact

Required

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

Preferred

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
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. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Parental Leave

Company

Elise AI

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Source: ashby

Active within the past hour

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Zendesktechnical supportcustomer supportQuality AssuranceCRM

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