Technical Support Analyst, EliseAI

• 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

Desirable

• 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
• 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