Senior Support Analyst

Senior Support AnalystIf 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 workflowsTroubleshoot and resolve some of the most complex issues that our clients reportBe an escalation point of contact for Canoe's production customer base and junior support resources, answering cases related to how-to's, troubleshooting, and trainingLead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)Respond to client inquiries in a consistent, concise and timely mannerTake on an urgent or critical issue a client reports immediately after being reportedEducate new and existing resources on functionality and internal processesCollaborate with Canoe's Product team to relay ideas/feedback and track the resolution of reported bugsCoordinate with Canoe's Data Operations Team to absorb client feedback into Canoe's technology to positively impact future systematic collection of dataWork directly with the Relationship Management team on clients in an escalated situationFacilitate enhanced client experience by contributing videos and articles to Canoe's Knowledge BaseConduct client trainings focused on foundational functionality and best practicesBe a thought-partner on larger initiatives involving Support and take lead on those projectsBe 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 integrationsClient-centric; a genuine interest to deliver results for customersEnjoys working in a collaborative environment, sharing best practices, and supporting teammatesCan thrive off being a self-starter early in in the day, prior to US business hoursAnalytical, data-driven self-starter that is detailed-oriented and resourcefulProblem-solver who thrives in diving into details when requiredBasic understanding of SQL, APIs and PythonExperience (including internships) with Client Support tooling & reporting, such as Salesforce, Zendesk, Jira, ConfluenceSomeone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the futurePrior experience (including internships) with management consulting, business process outsourcing, or technology related professional servicesKnowledge of alternative investmentsMedical, dental, vision benefitsFlexible PTO401(k)Flexible work from home policyHome office stipendEmployee Assistance ProgramGym/Wifi reimbursementEducation assistanceParental LeaveCanoe 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. Canoe