Technical Support Analyst | Housing at EliseAI

New York, New York, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Housing, HealthcareIndustries

Requirements

0-2 years in a Customer Support Analyst or equivalent role
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

Responsibilities

Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, 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, and approach each interaction with a customer-obsessed mindset
Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits and contribute to product improvements
Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume
Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution

Skills

Key technologies and capabilities for this role

ZendeskTroubleshootingTechnical SupportTier 1 SupportTier 2 SupportCustomer ServiceDocumentationKnowledge BaseQuality AssuranceAI Chatbot

Questions & Answers

Common questions about this position

What is the salary for this Technical Support Analyst position?

This information is not specified in the job description.

Is this role remote or onsite?

The position is onsite, requiring willingness to work in person at the office 5 days a week.

What skills are required for this Technical Support Analyst role?

Requirements include 0-2 years in a Customer Support Analyst or equivalent role, experience with support software and CRMs like Zendesk and Salesforce, demonstrated technical proficiency such as a computer science degree or bootcamp certificate, bias towards data-driven decision-making and analytical skills, and strong written and verbal communication skills.

What is the company culture like at EliseAI?

EliseAI focuses on working really hard on impactful problems in housing and healthcare, with a customer-obsessed mindset and collaboration across teams to ensure the best customer experience.

What makes a strong candidate for this role?

Strong candidates have 0-2 years of customer support experience, technical proficiency via degree or bootcamp, analytical and communication skills, and nice-to-haves like SQL knowledge, low-code tools, or familiarity with tools such as Google Sheets, DataDog, Postman, or Tableau.

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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