Product Solutions Analyst | Housing

Responsibilities

Client Support

• Serve as the initial point of contact for client questions, issues, and requests across the Elise platform.
• Deliver timely, professional, and empathetic solutions.
• Gather issue details, including expected versus actual behavior, reproduction steps, and business impact.
• Own the ticketing queue for the assigned product and meet internal backlog KPIs.
• Maintain 85%+ CSAT.

Platform Knowledge and Troubleshooting

• Develop a strong understanding of the product, clients, onboarding processes, system configurations, Property Management System and CRM integrations, and client workflows.
• Become a subject matter expert in Elise systems and third-party tools.
• Resolve Tier 1 product questions and known issues using documentation, internal tools, and established workflows.
• Advise customers on best practices for configuring and interacting with their AI Assistant.
• Prioritize work based on issue severity and customer impact.
• Escalate complex or unresolved issues to Solutions Engineers or Engineering with clear documentation.

Bug Documentation and Escalation

• Identify potential bugs and platform inconsistencies during client interactions.
• Create escalation tickets with issue descriptions, reproduction steps, business impact, relevant logs, queries, examples, and documentation.
• Assist with basic investigations using logs, predefined queries, and internal dashboards.

Communication and Process Improvement

• Communicate updates, resolutions, and next steps clearly to clients.
• Confirm issue resolution and client satisfaction before closing tickets.
• Share learnings, patterns, and feedback to improve processes, documentation, and product quality.

Requirements

• 1+ years of experience in a Technical Support Specialist or equivalent role.
• Experience with support software and CRMs, such as Zendesk.
• Demonstrated technical proficiency.
• Strong written and verbal communication skills.
• Experience in a customer-facing role.
• Analytical skills and a bias toward data-driven decision-making.
• Willingness to work in person with the team 4–5 days per week upon office opening.
• A Computer Science, Mathematics, or Engineering degree is preferred.

Nice-to-Haves

• Experience building projects with low-code or no-code tools such as Retool.
• Advanced knowledge of Google Sheets or Excel.
• Familiarity with Datadog or similar event-logging software.
• Familiarity with Postman or other API testing tools.
• Familiarity with reporting tools such as Tableau.
• Experience writing SQL queries.

Compensation and Benefits

• Salary range: CAD $70,000–$85,000, with the ability to earn overtime.
• Equity in the company.
• Medical, dental, and vision premiums covered at 100%.
• Fully paid parental leave.
• Commuter benefits.
• 401(k) benefits.
• Fitness and home services stipend.
• Unlimited vacation and paid holidays.
• Relocation packages.