About this position
COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: Senior Support Analyst
LOCATION: Jacksonville, FL or New York City, NY (hybrid)
SALARY: $85,000 - $95,000 base salary + bonus (based on Jacksonville, will be adjusted for geo)
The Role:
If you love client interaction and supporting customer needs on a day to day basis, we’re looking for you. As a Senior Support Analyst, you’ll be working alongside the Support team to manage client inquiries and act as a point of contact for client requests. In this role, you’ll have the unique opportunity to act as a subject matter expert, educate clients on our breakthrough technology, and build Canoe’s business alongside our growing team. This role reports into the Manager of Support.
What You’ll Do:
Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows
Troubleshoot and resolve some of the most complex issues that our clients report
Be an escalation point of contact for Canoe’s production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training
Lead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)
Respond to client inquiries in a consistent, concise and timely manner
Take on an urgent or critical issue a client reports immediately after being reported
Educate new and existing resources on functionality and internal processes
Collaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs
Coordinate with Canoe’s Data Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
Work directly with the Relationship Management team on clients in an escalated situation
Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
Conduct client trainings focused on foundational functionality and best practices
Be a thought-partner on larger initiatives involving Support and take lead on those projects
Be a technical contact for Canoe’s customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations
What We’re Looking For:
Required:
Client-centric; a genuine interest to deliver results for customers
Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
Can thrive off being a self-starter early in 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
Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future
Preferred:
Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
Knowledge of alternative investments
What You’ll Get:
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
Our Values:
Client First —> Listen, and deliver client-centric solutions
Be An Owner —> Take initiative, improve situations, drive positive outcomes
Excellence —> Always set the highest standard for yourself and others
Win Together —> 1 + 1 = 3
Who We Are:
Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe’s technology automates the highly-frustrating, time-consuming, and costly 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.
Canoe is an equal opportunity employer. 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.
Location and commute
10700 Beach Blvd, Jacksonville, FL 32246.
Plan your route with Google Maps. Travel times and transportation options vary; confirm the work location with the employer before commuting.
How to apply
Review the vacancy and complete the application on the employer or recruitment partner’s website. Requisition ID: WJ-3083436861.