Client Support Analyst

Canoe Intelligence•Jacksonville, FL

11h•$70,000 - $80,000•Hybrid

About The Position

As a Client Support Analyst, you’ll be working alongside the Client 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.

Requirements

Client-centric; a genuine interest to deliver results for customers
Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
Analytical, data-driven self-starter that is detailed-oriented and resourceful
Problem-solver who thrives in diving into details when required
Technically Proficient; able to troubleshoot technical issues and relay technical information in a digestible manner
Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Nice To Haves

Experience (including internships) with Client Support tooling & reporting, such as Zendesk, Salesforce CRM, Jira, Confluence, Snowflake, Datadog
Experience streamlining workflows with the use of AI tooling
Knowledge of alternative investments
Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services

Responsibilities

Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows
Be first line of contact for Canoe’s production customer base, answering cases related to how-to’s, troubleshooting, and training
Work cross-functionally with Canoe teams to solve client inquiries and streamline processes
Respond to client inquiries in a consistent, concise and timely manner
Collaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs
Coordinate with Canoe’s Data Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
Facilitate enhanced client experience by contributing to maintenance of the Canoe Help Center
Conduct client trainings focused on foundational functionality and best practices
Contribute to Support roadmap project items concerning AI adoption and workflow optimization