Senior Support Analyst

About 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.

Responsibilities

• 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

Requirements

• 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

Qualifications

• Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
• Knowledge of alternative investments

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

Pay

$85,000 - $95,000 base salary + bonus (based on Jacksonville, will be adjusted for geo)