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
- 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.
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 include- 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
Why JoinGrowth 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.
BenefitsIn addition to the growth and impact you'll have at EliseAI, we offer competitive salaries along with the following 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 to cover part of your expenses so you can focus on what matters
- A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
- Unlimited vacation and paid holidays
- We'll cover relocation packages and make the move exciting, not painful!
Job Compensation RangeThe 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. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.
