Product Solutions Analyst | Housing

At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be.

By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

EliseAI’s Product Solutions team are subject matter experts responsible for solving issues and answering questions for our customers. Our Product Solutions Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Product Solutions team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

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  Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, ensuring timely resolution of issues

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  Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary

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  Maintain clear documentation and communication with clients throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset

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  Collaborate with the other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements

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  Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume

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  Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution

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  Attract top-tier talent to join our driven team

We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff. We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

• 1-2 years in a Customer Support Analyst or equivalent role is a plus

• 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 

• Willingness to work in person at our office 5 days a week

• 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