Senior Technical Customer Support Specialist, EliseAI

• 3+ years in a Customer Support Specialist or equivalent role
• Experience with support software and CRMs (e.g., Zendesk, Salesforce)
• 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
• Experience in a customer-facing role
• This role will be remote to start. We are currently working to establish a designated office space in San Francisco. Once we have an office space, must be willing to work in person 4-5 days per week

Desirable

• Deeply understand our systems, customers, and how they work best together
• EliseAI’s Customer Support team is the technical point of escalation for all client issues
• With a deep understanding of our products, the team supports client questions, triage issues and escalate bugs and feature requests to our Product and Engineering teams
• As Senior Technical Customer Support Specialist, you will act as the voice of our customer when escalating issues to our internal teams
• You will be a product subject matter expert and responsible for the oversight of multiple product categories
• Become a subject matter expert in our portfolio of products
• Understand how our integrations operate and the systems we work with
• Partner closely with the Client Success Team and our clients to better understand their businesses and the impact issues have of their daily operations
• Provide excellent, customer-obsessed support to our clients
• Quickly, clearly, and professionally communicate with clients to diagnose issues, reproduce the problem where possible and provide solutions
• Provide empathetic, over-the-top, extra-mile customer service
• Advise clients on best practices for configuring and interacting with their AI Assistant
• Prioritize your time according to the issue's impact on our clients and the business
• Investigate and document bugs
• Investigate issues' root cause and impact using SQL queries, logs, and other data sources
• Write highly effective ticket summaries that provide clear descriptions of the issue, attempts to reproduce, the business impact, and other relevant documentation that would provide insight to our Product and Engineering teams
• Keep our clients apprised through the ticket experience, providing status updates throughout the ticketing process