Product Solutions Analyst | Housing
Provides tier 1/2 technical support for housing product clients using Zendesk, troubleshoots issues, maintains documentation, and collaborates on improvements. Requires technical proficiency, analytical skills, and onsite office presence.
About the job
Key Responsibilities
- Provide tier 1 and tier 2 technical support to clients via Zendesk, ensuring timely resolution of issues
- Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
- Maintain clear documentation and communication with clients throughout the support lifecycle
- Collaborate with other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements
- Maintain and update internal knowledge base articles, FAQs, and user guides
- Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching
Requirements
- 1-2 years in a Customer Support Analyst or equivalent role is a plus
- Experience with support software and CRMs (e.g., Zendesk, Salesforce)
- SQL Knowledge is a plus
- 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
- Willingness to work in person at our office 5 days a week
Nice to Haves
- Computer Science degree, bootcamp certificate, or equivalent
- 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
- Experience writing SQL queries
Compensation
Salary range: $60,000 - $85,000 base, plus equity and comprehensive benefits including medical/dental/vision (100% covered), 401k, unlimited vacation, and more.
Skills
Zendesk, Salesforce, SQL, Retool, Google Sheets, Excel, Datadog, Postman, Tableau
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