Technical Support Analyst

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

EliseAI’s Customer Support team are subject matter experts responsible for solving issues and answering questions for our customers. Our Support Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Support 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 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.  

• Attract top-tier talent to join our driven team

Requirements

• 0-2 years in a Customer Support Analyst or equivalent role

• 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 

• Willing to work in person at NYC headquarters with your team 5 days per 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 Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. 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

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options

• Medical, Dental and Vision premiums covered at 100%

• Fully paid parental leave

• Commuter benefits

• 401k benefits

• Monthly fitness stipend

• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch.

• Fun company social events through our Elise and the City program

• Unlimited vacation and paid holidays

• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range:

The salary range for this role is $60,000 - $75,000. 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.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]