EliseAI · 4 days ago

Senior Technical Customer Support Specialist

San Francisco

Full-time

Remote

Mid, Senior Level

$100K/yr - $140K/yr

3+ years exp

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Artificial Intelligence (AI)Business Intelligence

Comp. & Benefits

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportSupport softwareCRMsTechnical proficiencyData-driven decision-makingLow code toolsGoogle SheetsExcelDataDogPostmanAPI testing toolsReporting toolsTableauSQL queries

Required

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

This role will be remote to start. We are currently working to establish a designated office space in San Francisco. Once we have an office space, must be willing to work in person 4-5 days per week.