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About the Role
As a Senior Support Analyst, you will manage client inquiries, act as a point of contact for client requests, and serve as a subject matter expert to educate clients on our technology. This role supports the Support team and reports into the Manager of Support.
Responsibilities
- Become a product expert and understand how Canoe’s proprietary machine learning technology adds value to client workflows.
- Troubleshoot and resolve complex client issues.
- Act as an escalation point of contact for clients and junior support resources, addressing how-to questions, troubleshooting, and training.
- Collaborate cross-functionally with Canoe teams to resolve client inquiries.
- Respond to client inquiries promptly and concisely.
- Immediately address urgent or critical client-reported issues.
- Educate new and existing resources on functionality and internal processes.
- Relay ideas and feedback to the Product team and track bug resolutions.
- Coordinate with the Data Operations Team to incorporate client feedback into Canoe’s technology.
- Work with the Relationship Management team on escalated client situations.
- Contribute videos and articles to the Knowledge Base to enhance client experience.
- Conduct client trainings on foundational functionality and best practices.
- Act as a thought-partner on larger Support initiatives and lead those projects.
- Serve as a technical contact for customers and internal resources regarding how-to’s, troubleshooting, and training, including the Canoe API and other product integrations.
Requirements
- Client-centric with a genuine interest in delivering results for customers.
- Enjoys working in a collaborative environment, sharing best practices, and supporting teammates.
- Can thrive as a self-starter early in the day, prior to US business hours.
- Analytical, data-driven self-starter that is detailed-oriented and resourceful.
- Problem-solver who thrives in diving into details when required.
- Basic understanding of SQL, APIs and Python.
- Experience (including internships) with Client Support tooling & reporting, such as Salesforce, Zendesk, Jira, Confluence.
- Enjoys leaning in on new initiatives, specifically AI initiatives that will propel the Canoe Support team into the future.
- Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services.
- Knowledge of alternative investments.
Skills
- SQL
- APIs
- Python
- Salesforce
- Zendesk
- Jira
- Confluence
Location
- Jacksonville, FL
- New York City, NY
Work Type
- Hybrid
Experience Level
- Senior
Salary/Compensations
- $85,000 - $95,000 base salary + bonus (based on Jacksonville, will be adjusted for geo)
Benefits
- Medical, dental, vision benefits
- Flexible PTO
- 401(k)
- Flexible work from home policy
- Home office stipend
- Employee Assistance Program
- Gym/Wifi reimbursement
- Education assistance
- Parental Leave
About the Company
- Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers.
- Canoe’s technology automates manual workflows related to alternative investment document and data management, extraction and delivery.
- With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data.
- Canoe’s AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm.
Equal Opportunity
- All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
- We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.