Senior Support Analyst

Senior Support Analyst

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.

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

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

Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services

Knowledge of alternative investments

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

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.