Remote Senior Technical Customer Support Specialist

Summary

Join EliseAI as Senior Technical Customer Support Specialist and be part of the technical point of escalation for all client issues. As a subject matter expert in our portfolio of products, you will provide excellent customer-obsessed support to clients, partner closely with the Client Success Team, and advise clients on best practices.

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