Senior Client Support Analyst

Canoe Intelligence•Jacksonville, FL

9h•$85,000 - $95,000•Hybrid

About The Position

If you love client interaction and supporting customer needs on a day to day basis, we’re looking for you. As a Senior 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. This role reports into the Manager of Client Support.

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

Nice To Haves

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

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