End User Product Solutions Analyst (Evenings)
EliseAI, New York, NY, United States
About The Role
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—including applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fit their financial needs. 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 a seamless experience.
Job Type:
Full‑time, Non‑Exempt (eligible for overtime pay)
Work Schedule:
Thursday through Monday (schedule may vary based on business needs) to provide coverage during peak support times.
Key Responsibilities
Provide tier 1 and tier 2 technical support to clients via Zendesk within pre‑defined SLAs and handling times.
Investigate, troubleshoot, and fix complex technical issues and, when necessary, elevate them to appropriate internal teams.
Maintain clear documentation and communication with internal teams throughout the support lifecycle, consistently embodying 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 checks on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution.
Requirements
1–2 years in a Customer Support Analyst or Product Solutions role or an equivalent role.
College degree.
Experience with support software (e.g., Zendesk, Intercom, Linear).
Data analysis skills and software proficiency (e.g., SQL, Hex, Datadog, Tableau).
Demonstrated technical proficiency such as a computer science or data science degree, bootcamp certificate, or prior work experience in a technical role.
Bias toward 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 event‑logging software.
Familiarity with Postman or other API testing tools.
Familiarity with reporting tools such as Tableau.
Experience writing SQL queries.
Benefits
Equity in the company.
Medical, dental, and vision premiums covered at 100%.
Fully paid parental leave.
Commuter benefits.
401(k) benefits.
Fitness and home services stipend to cover part of your expenses.
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 to support a smooth move.
Job Compensation Range
The salary range for this role is $75,000 – $95,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits and perks package. Exact compensation is determined based on experience, skill level, location, and qualifications and is assessed during the interview process.
Equal Employment Opportunity Statement
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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Employment Relationship
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.
#J-18808-Ljbffr
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—including applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fit their financial needs. 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 a seamless experience.
Job Type:
Full‑time, Non‑Exempt (eligible for overtime pay)
Work Schedule:
Thursday through Monday (schedule may vary based on business needs) to provide coverage during peak support times.
Key Responsibilities
Provide tier 1 and tier 2 technical support to clients via Zendesk within pre‑defined SLAs and handling times.
Investigate, troubleshoot, and fix complex technical issues and, when necessary, elevate them to appropriate internal teams.
Maintain clear documentation and communication with internal teams throughout the support lifecycle, consistently embodying 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 checks on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution.
Requirements
1–2 years in a Customer Support Analyst or Product Solutions role or an equivalent role.
College degree.
Experience with support software (e.g., Zendesk, Intercom, Linear).
Data analysis skills and software proficiency (e.g., SQL, Hex, Datadog, Tableau).
Demonstrated technical proficiency such as a computer science or data science degree, bootcamp certificate, or prior work experience in a technical role.
Bias toward 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 event‑logging software.
Familiarity with Postman or other API testing tools.
Familiarity with reporting tools such as Tableau.
Experience writing SQL queries.
Benefits
Equity in the company.
Medical, dental, and vision premiums covered at 100%.
Fully paid parental leave.
Commuter benefits.
401(k) benefits.
Fitness and home services stipend to cover part of your expenses.
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 to support a smooth move.
Job Compensation Range
The salary range for this role is $75,000 – $95,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits and perks package. Exact compensation is determined based on experience, skill level, location, and qualifications and is assessed during the interview process.
Equal Employment Opportunity Statement
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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Employment Relationship
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.
#J-18808-Ljbffr