Product Solutions Analyst

Responsibilities

• Serve as the initial point of contact for client questions, issues, and requests
• Gather issue details including reproduction steps and business impact
• Manage ticketing queues and ensure backlog meets internal KPIs
• Troubleshoot Tier 1 issues using documentation and internal tools
• Escalate complex issues to Solutions Engineers or Engineering with thorough documentation
• Identify potential bugs and inconsistencies in the platform
• Communicate updates and resolutions clearly to clients to maintain high CSAT

Requirements

• 1+ years in a Technical Support Specialist or equivalent role
• Experience with support software and CRMs like Zendesk
• Demonstrated technical proficiency
• Degree in Computer Science, Math, or Engineering preferred
• Strong analytical and data-driven decision-making skills
• Excellent written and verbal communication skills
• Experience in a customer-facing role
• Ability to work in person 4-5 days per week in the Toronto office

Preferred Qualifications

• Experience with low code/no code tools like Retool
• Advanced knowledge of Google Sheets or Excel
• Familiarity with DataDog or event-logging software
• Familiarity with Postman or API testing tools
• Familiarity with reporting tools like Tableau
• Experience writing SQL queries

Benefits

• Company equity
• 100% covered Medical, Dental, and Vision premiums
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness and home services stipend
• Unlimited vacation and paid holidays
• Relocation packages available

About the Company

EliseAI improves the housing and healthcare industries by integrating AI agents into existing workflows to increase efficiency and reduce costs.