Senior Technical Support Specialist

About EliseAI:

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Customer Support Team:

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 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. 

What You’ll Do:

• Deeply understand our systems, customers, and how they work best together
  • 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. 

Skills we’re looking for:

• 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
• Willing to work in person at NYC headquarters with your team 4 days per week

Nice to haves include:

• 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

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental, and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Our brand new Midtown South office with an open floor plan, fully stocked kitchen, and company-paid lunch
• Fun company social events through our Elise and the City program
• Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The salary range for this role is $100,000-140,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors, including experience, skill lev