Senior Technical Customer Support Specialist (San Francisco) San Francisco

$100,000 - $140,000/Yr

Tbwa Chiat/Day - San Francisco, CA

Full-time - Mid Level

Remote - San Francisco, CA

About the position

The Senior Technical Customer Support Specialist at EliseAI plays a crucial role in providing technical support and acting as the voice of the customer. This position involves deep product knowledge, effective communication with clients, and collaboration with internal teams to resolve issues and enhance customer satisfaction. The specialist will oversee multiple product categories and ensure that client concerns are addressed promptly and effectively.

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 on 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.

Requirements

• 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.

Nice-to-haves

• Experience building projects using low code / no code tools such as Retool.
• Advanced knowledge of Google Sheets or Excel.
• Familiarity with DataDog or other similar event-logging software.
• Familiarity with Postman or other API testing tools.
• Familiarity with Reporting tools such as Tableau.

Benefits

• Equity in the company in the form of stock options.
• Medical, Dental, and Vision premiums covered at 100%.
• Fully paid parental leave.
• Monthly fitness stipend.
• Unlimited vacation and paid holidays.