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Technical Support Analyst

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The Technical Support Analyst will provide tier 1 and tier 2 technical support to clients via Zendesk, troubleshoot and fix complex technical issues, and escalate to internal teams when necessary. They will also maintain documentation, collaborate with the Solutions team to relay user feedback, contribute to product improvements, and run Quality Assurance checks on the Support AI Chatbot. The analyst will work with the team in-person at the NYC headquarters five days a week.

Director of Strategy and Planning

<div>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 are subject matter experts responsible for solving issues and answering questions for our customers. Our Support Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Support team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience. What You’ll Do: <ul> <li>Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, ensuring timely resolution of issues.</li> <li>Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary.&nbsp;</li> <li>Maintain clear documentation and communication with clients throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset.</li> <li>Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits and contribute to product improvements.</li> <li>Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume.</li> <li>Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution.&nbsp;&nbsp;</li> </ul> Skills we’re looking for: <ul> <li>0-2 years in a Customer Support Analyst or equivalent role</li> <li>Experience with support software and CRMs (e.g., Zendesk, Salesforce, SQL Knowledge is a plus)</li> <li>Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience</li> <li>Bias towards data-driven decision-making and analytical skills</li> <li>Strong written and verbal communication skills&nbsp;</li> <li>Willing to work in person at NYC headquarters with your team 5 days per week</li> </ul> &nbsp; Nice to haves include: <ul> <li>Computer Science degree, bootcamp certificate, or equivalent</li> <li>Experience building projects using low code / no code tools such as Retool</li> <li>Advanced knowledge of Google Sheets or Excel</li> <li>Familiarity with DataDog or other similar event-logging software</li> <li>Familiarity with Postman or other API testing tools</li> <li>Familiarity with Reporting tools such as Tableau</li> <li>Experience writing SQL queries</li> </ul> Benefits In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits: <ul> <li>Equity in the company in the form of stock options&nbsp;</li> <li>Medical, Dental, and Vision premiums covered at 100%&nbsp;&nbsp;</li> <li>Fully paid parental leave</li> <li>Commuter benefits&nbsp;</li> <li>401k benefits</li> <li>Monthly fitness stipend</li> <li>Our brand new Midtown South office with an open floor plan, fully stocked kitchen, and company-paid lunch</li> <li>Fun company social events through our Elise and the City program</li> <li>Unlimited vacation and paid holidays</li> </ul> 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 $60,000 - $75,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits &amp; perks package. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at <a href="mailto:HR@eliseai.com">HR@eliseai.com</a>. Why Join Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you. &nbsp;</div>

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Analyze mobile game/app products and markets; set up Waterfall, A/B testing on mediations to optimize revenue from Advertising Networks. Collaborate with the Product and Marketing teams to propose, improve, and analyze strategies to generate advertising revenue while maintaining user experience quality; thereby taking the product to the top of the market. Work with Advertising Network partners such as Admob, Facebook, Pangle, Mintergral, Unity, ironSource, Applovin… to improve optimal performance and solve arising problems. Evaluate the revenue potential of advertising channels and partners. Use the company's tools to monitor and ensure the quality of ads delivered to users and prevent ads that are annoying or inappropriate for the company's game/app. Monitor advertising revenue and optimize key metrics among partners to maximize revenue.

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<ul><li style="font-weight: 400;" aria-level="1">Phân tích sản phẩm và thị trường mobile game/app; setup Waterfall, A/B testing trên các mediation nhằm tối ưu doanh thu từ các Advertising Network</li><li style="font-weight: 400;" aria-level="1">Phối hợp cùng Product team, Marketing team để đề xuất, cải tiến và phân tích các chiến lược giúp tạo ra doanh thu từ quảng cáo đồng thời giữ chất lượng trải nghiệm người dùng; từ đó đưa sản phẩm lên đứng đầu thị trường.</li><li style="font-weight: 400;" aria-level="1">Làm việc với các đối tác Advertising Network như Admob, Facebook, Pangle, Mintergral, Unity, ironSource, Applovin … để nâng cao hiệu suất tối ưu và giải quyết những vấn đề phát sinh.</li><li style="font-weight: 400;" aria-level="1">Đánh giá tiềm năng doanh thu của các kênh quảng cáo và các đối tác.</li><li style="font-weight: 400;" aria-level="1">Sử dụng các công cụ của công ty để theo dõi và đảm bảo chất lượng quảng cáo được đưa đến người dùng và ngăn chặn các quảng cáo gây khó chịu hoặc không phù hợp với dòng game/app của công ty.</li><li style="font-weight: 400;" aria-level="1">Theo dõi doanh thu quảng cáo và tối ưu các số liệu quan trọng giữa các đối tác để tối đa hoá doanh thu.</li></ul>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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Data Structures and Algorithms

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