Product Solutions Analyst | Housing

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.