Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Housing, HealthcareIndustries
Requirements
- 1–3 years of experience in a customer support or technical support role (SaaS or startup experience a plus)
- Demonstrated technical proficiency (Computer Science degree, coding bootcamp certificate, or hands-on experience)
- Comfortable working with support platforms and CRMs (Zendesk, Salesforce, etc.)
- Strong analytical skills with a bias for data-driven decisions
- Clear, professional verbal and written communication skills
- Strong organizational skills and a proactive approach to solving problems
- Experience using low-code/no-code tools like Retool
- Familiarity with SQL and experience writing queries
- Experience with tools such as DataDog, Postman, Tableau, or similar
- Advanced Google Sheets or Excel knowledge
- Previous exposure to API integrations or debugging workflows
- Interest in evolving into a Solutions Engineer role over time
- Willingness to work in person at our NYC office 4-5 days a week
Responsibilities
- Provide Tier 1 and Tier 2 technical support to clients through Zendesk, ensuring timely and accurate resolution of issues
- Investigate, troubleshoot, and resolve complex technical issues, escalating when appropriate
- Act as a subject matter expert on client-specific configurations and workflows across the EliseAI Portal
- Collaborate closely with the Solutions and Engineering teams to identify trends, share feedback, and contribute to product and workflow improvements
- Maintain clear, professional communication with clients throughout the support lifecycle, always with a customer-obsessed mindset
- Update and expand internal documentation, FAQs, and user-facing guides to support scalable self-service
- Perform quality assurance audits on our Support AI Chatbot and coach it to ensure correct responses
- Begin developing technical depth by learning tools such as SQL, APIs, Retool, and CRM configuration logic
- Attract top-tier talent to join our driven team
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or onsite?
This is an onsite position.
What experience is required for the Senior Technical Support Analyst role?
1–3 years of experience in a customer support or technical support role is required, with SaaS or startup experience preferred. Demonstrated technical proficiency through a Computer Science degree, coding bootcamp certificate, or hands-on experience is also needed.
What skills are essential for this role?
Key skills include comfort working with support platforms and CRMs like Zendesk and Salesforce, strong analytical skills with a bias for data-driven decisions, clear professional communication, and strong organizational skills.
What is the company culture like at EliseAI?
EliseAI has a driven team focused on working really hard on impactful problems in housing and healthcare, with an emphasis on customer obsession, team collaboration, and investing in employee growth.
What makes a strong candidate for this position?
A strong candidate has 1–3 years of technical support experience, technical proficiency, and a passion for solving complex problems while delivering exceptional customer experiences, with eagerness to develop skills like SQL and APIs for growth into solution architecture.
EliseAI
Conversational AI solutions for businesses
About EliseAI
EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.
New York City, New YorkHeadquarters
2017Year Founded
$138MTotal Funding
SERIES_DCompany Stage
Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries
201-500Employees
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
Fun company social events through our Elise and the City program
Unlimited vacation and paid holidays
Risks
Increased competition from companies like Colleen AI and Funnel may erode market share.
Expansion into healthcare faces challenges due to regulatory requirements and integration issues.
Reliance on proprietary technology poses risks if competitors develop superior solutions.
Differentiation
EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.
The platform handles 50% of tour appointments, with 27% scheduled after business hours.
EliseAI supports multiple languages, enhancing its utility in diverse markets.
Upsides
EliseAI's Series D funding of $75M boosts its market expansion and product development.
The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.
Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.
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