End User Product Solutions Analyst (Evenings)

EliseAI • New York, NY

2d • Onsite

About The Position

EliseAI’s End User Product Solution team are subject matter experts responsible for solving issues and answering questions for the end users of our platform as they go through some of life’s most critical moments. Whether it is applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fits their financial needs. Our AI system solves their baseline issues, and our product solutions analysts helps them troubleshoot their issues when a human touch is needed. Our analysts possess in-depth product knowledge and are extremely self-sufficient in troubleshooting issues, working directly with engineering, product and other internal teams to ensure their experience is seamless.

Requirements

• 1-2 years in a Customer Support Analyst or Product Solutions role or equivalent role is a plus
• College degree
• Experience with support software (e.g., Zendesk, Intercom, Linear)
• Data analysis skills and software (e.g. SQL, Hex, Datadog, Tableau)
• Demonstrated technical proficiency such as a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role
• Bias towards data-driven decision-making and analytical skills
• Strong written and verbal communication skills
• An interest in serving users going through life’s most critical moments
• Willingness to work in our NYC office during evening shifts

Nice To Haves

• 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

Responsibilities

• Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, within pre-defined SLAs and handling times
• Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
• Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
• Collaborate with the Solutions team 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

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
• Relocation packages

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree