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Product Solutions Analyst | Housing

EliseAI· Product Solutions
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TorontoCA$70k - CA$85kFull-timePosted 8mo ago

About the role

Product Solutions Analysts possess in-depth system knowledge on client configurations and configurations data access, acting as a bridge between client experience and Product/Engineering to troubleshoot issues and ensure a high-quality client experience in EliseAI’s housing domain.

Responsibilities

  • Be the First Line of Defensive for our Clients: 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 with clarity; take ownership over ticketing queue and meet internal KPIs.
  • Learn and Navigate Our Platform: develop foundational product knowledge, understand onboarding and configuration reflection, learn integrations with Property Management Systems and CRMs, become a subject matter expert in Elise systems and third-party tooling (e.g., Postman, DataDog, Log Rocket).
  • Troubleshoot and Resolve Tier 1 Issues: resolve common product questions and known issues using documentation and tools; advise on best practices for configuring and interacting with AI Assistant; prioritize workload; escalate complex issues with clear documentation.
  • Document and Escalate Bugs Effectively: identify potential bugs, create high-quality escalation tickets with concise descriptions, reproduction steps, business impact, logs/queries, and documentation; assist with basic investigation using available tools.
  • Close the Loop with Clients and the Team: communicate updates and resolutions; verify client satisfaction before closing tickets; share learnings to improve processes and product quality; maintain 85%+ CSAT

Qualifications

  • 1+ years in a Technical Support Specialist or equivalent role
  • Experience with support software and CRMs (e.g., Zendesk)
  • Demonstrated technical proficiency; Computer Science/Math/Engineering degree preferred
  • Bias towards data-driven decision-making and analytical skills
  • Strong written and verbal communication skills
  • Experience in a customer-facing role
  • Willing to work in person with your team 4-5 days per week upon opening of our office

Skills

Required:Support and client relationship management

Benefits

  • Equity in the company
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Fitness & home services stipend
  • Unlimited vacation and paid holidays
  • Relocation packages covered
Last updated Oct 14, 2026. Interested? Apply on the company site.

About EliseAI

Industry Leading AI for Housing and Healthcare

EliseAI is the industry-leading AI platform transforming both property management and healthcare through automation and conversational AI that help housing and healthcare organizations streamline communications and improve operational efficiency.

AIHealthcareHousingAutomation
Company profileWebsite

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