Impactful Product Solutions Analyst

Elise A.I. Technologies Corp.; Northern, New York (KY, NY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Equity in the company

Medical, Dental and Vision premiums

Fully paid parental leave

Commuter benefits

401k benefits

Wellness stipend

Open office with meals covered

Job summary

EliseAI, a fast-growing AI startup in the United States, seeks a Product Solutions Analyst to deliver tier 1 and tier 2 support, troubleshoot complex issues, and maintain documentation. You will collaborate with cross-functional teams to improve the product and customer experience, with in-person work required at the office.

The role emphasizes data-driven decision making, strong communication, and the ability to scale support processes as the company grows.

Qualifications

• 1-2 years in a Customer Support Analyst or equivalent role is a plus.
• Experience with support software and CRMs (Zendesk, Salesforce).
• Demonstrated technical proficiency with a computer science degree, bootcamp certificate, or previous work experience.
• Bias toward 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.

Responsibilities

• Provide tier 1 and tier 2 technical support to clients via Zendesk.
• Investigate, troubleshoot, and fix complex technical issues and escalate when necessary.
• Maintain clear documentation and communication with clients throughout the support lifecycle.
• Collaborate with Product Solutions to relay user feedback and contribute to product improvements.
• Maintain and update internal knowledge base articles and user guides.
• Run QA on our Support AI Chatbot and provide coaching for proper responses.
• Attract top-tier talent to join the team.

Skills

Customer Support

Zendesk

Salesforce

SQL

Analytical skills

Communication

In-person work

Education

Computer Science degree

Bootcamp certificate

Tools

Google Sheets

Excel

DataDog

Postman

Tableau

SQL

Job description

EliseAI, a fast-growing AI startup in the United States, seeks a Product Solutions Analyst to deliver tier 1 and tier 2 support, troubleshoot complex issues, and maintain documentation. You will collaborate with cross-functional teams to improve the product and customer experience, with in-person work required at the office.

The role emphasizes data-driven decision making, strong communication, and the ability to scale support processes as the company grows.