Product Solutions Analyst

Responsibilities

• Provide tier 1 and tier 2 technical support to clients via Zendesk
• Investigate, troubleshoot, and fix complex technical issues and escalate to internal teams
• Maintain clear documentation and communication with clients throughout the support lifecycle
• Collaborate with Product Solutions teams to relay user feedback and identify recurring issues
• Maintain and update internal knowledge base articles, FAQs, and user guides
• Run Quality Assurance checks on the Support AI Chatbot and provide coaching

Requirements

• 1-2 years in a Customer Support Analyst or equivalent role preferred
• Experience with support software and CRMs such as Zendesk or Salesforce
• Demonstrated technical proficiency (Computer Science degree, bootcamp, or equivalent experience)
• Strong analytical skills and bias towards data-driven decision-making
• Strong written and verbal communication skills
• Ability to work in person at the New York City office 5 days a week

Preferred Qualifications

• Experience with SQL queries
• Experience building projects using low code/no code tools like Retool
• Advanced knowledge of Google Sheets or Excel
• Familiarity with DataDog or similar event-logging software
• Familiarity with Postman or other API testing tools
• Familiarity with reporting tools such as Tableau

Benefits

• Equity in the company
• 100% covered Medical, Dental, and Vision premiums
• Fully paid parental leave
• Commuter benefits and 401k
• Fitness and home services stipend
• Unlimited vacation and paid holidays
• Fully stocked kitchen with all meals covered in the office
• Relocation packages available

About the Company

EliseAI is an AI-driven platform improving the housing and healthcare industries by integrating AI agents into existing workflows to increase efficiency and reduce costs.