Product Solutions Analyst (Weekends)
Product Solutions Analyst (Weekends)
Product Solutions Analyst (Weekends)
eliseai
EliseAI is a company focused on improving housing and healthcare through AI integration. The Product Solutions Analyst role involves providing technical support to clients, troubleshooting issues, and collaborating with internal teams to enhance customer experience. The position is full-time, onsite in NYC, and requires a customer-centric approach to problem-solving.
Qualification
- In-depth knowledge of client configurations and systems
- Experience with technical support and troubleshooting
- Strong communication skills and customer-obsessed mindset
- Ability to collaborate with internal teams
- Experience with Zendesk or similar ticketing systems
Responsibility
- Provide tier 1 and tier 2 technical support to clients via Zendesk, 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
- Collaborate with the Solutions team to relay user feedback and contribute to product improvements
- Maintain and update internal knowledge base articles, FAQs, and user guides
- Run Quality Assurance checks on the Support AI Chatbot and provide ongoing coaching
