Lead Technical Support Consultant

2 weeks ago

New York, New York, United States EliseAI Full time
Position OverviewAbout EliseAI:

EliseAI is at the forefront of developing innovative conversational AI solutions tailored for critical sectors such as housing and healthcare. Our mission is rooted in enhancing the quality of life through technology that addresses inefficiencies in these vital areas. We believe that effective solutions can create a positive ripple effect throughout society. If you are passionate about tackling significant challenges and making a meaningful impact, EliseAI is the ideal environment for you.
About The Customer Support Team:

The Customer Support team at EliseAI serves as the primary technical escalation point for client inquiries. With an in-depth knowledge of our offerings, the team addresses client concerns, prioritizes issues, and escalates bugs and feature requests to our Product and Engineering departments.

As a Lead Technical Support Consultant, you will represent our clients' interests when collaborating with internal teams. You will be recognized as a product expert and will oversee various product categories.

Key Responsibilities:
  • Gain a comprehensive understanding of our systems and clients
    • Become a recognized expert in our suite of products
    • Familiarize yourself with our integrations and associated systems
    • Collaborate closely with the Client Success Team and clients to grasp their operations and the implications of issues on their daily functions
  • Deliver exceptional, client-focused support
    • Communicate promptly and professionally with clients to identify issues, replicate problems when feasible, and offer solutions
    • Provide empathetic and outstanding customer service.
    • Guide clients on optimal practices for configuring and utilizing their AI Assistant.
    • Prioritize tasks based on the impact of issues on clients and the organization.
  • Analyze and document technical issues
    • Investigate the root causes and implications of issues using SQL queries, logs, and other data sources.
    • Compose clear and effective ticket summaries that detail the issue, reproduction attempts, business impact, and other pertinent information for our Product and Engineering teams
    • Keep clients informed throughout the ticketing process, providing regular status updates.

Desired Skills:
  • 3+ years in a Customer Support Consultant or similar role
  • Experience with support platforms and CRMs (e.g., Zendesk, Salesforce)
  • Proven technical expertise, such as a degree in computer science, bootcamp certification, or relevant work experience
  • Data-driven decision-making mindset and strong analytical abilities
  • Excellent written and verbal communication skills
  • Experience in a client-facing capacity
  • Willingness to work collaboratively with your team in a hybrid model.

Preferred Qualifications:
  • Degree in Computer Science, bootcamp certification, or equivalent
  • Experience with low-code/no-code development tools
  • Advanced proficiency in Google Sheets or Excel
  • Familiarity with event-logging software
  • Experience with API testing tools
  • Knowledge of reporting tools
  • Experience writing SQL queries

Benefits:

In addition to the professional growth and impact opportunities at EliseAI, we offer competitive compensation along with a comprehensive benefits package:
  • Equity in the company through stock options
  • 100% coverage of Medical, Dental, and Vision premiums
  • Fully paid parental leave
  • Commuter benefits
  • 401k plan
  • Monthly fitness stipend
  • A modern office environment with amenities
  • Engaging company social events
  • Unlimited vacation and paid holidays

We also provide relocation assistance for candidates moving from outside the local area.

Compensation Range:

The salary range for this position is competitive and commensurate with experience, skills, and qualifications, which will be discussed during the interview process. Additional details regarding total compensation and benefits will be provided by our Recruiting Team.

EliseAI is committed to providing equal employment opportunities and prohibits discrimination and harassment of any kind. We welcome applicants from diverse backgrounds and experiences.

If you require assistance or accommodations during the application process due to a disability, please reach out to us.

Why Join Us:

At EliseAI, you will have the opportunity to contribute to a rapidly growing startup, shaping the future of our company. You will face daily challenges that will allow you to innovate and implement effective strategies. The support of a dedicated team will be with you every step of the way.

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