Support Analyst

Canoe Intelligence • Jacksonville, FL

5d • $70,000 - $80,000

About The Position

As a Support Analyst, you will work with Canoe’s Support team to manage client inquiries and serve as a point of contact for client requests. You will become a subject matter expert on Canoe’s technology, educate clients, and contribute to the company’s business and growth. The role supports Canoe’s production customer base, coordinating with internal teams to resolve inquiries and improve products, processes, and client experience. You will also contribute to support initiatives involving AI adoption and workflow optimization.

Requirements

• A client-centric approach and genuine interest in delivering results for customers.
• Enjoyment of working collaboratively, sharing best practices, and supporting teammates.
• Analytical, data-driven, self-starting approach; attention to detail and resourcefulness.
• Problem-solving ability and willingness to investigate details when needed.
• Technical proficiency, including the ability to troubleshoot technical issues and explain technical information clearly.

Nice To Haves

• Experience, including internships, with client support tooling and reporting such as Zendesk, Salesforce, Jira, Confluence, Snowflake, or Datadog.
• Experience streamlining workflows using AI tools.
• Knowledge of alternative investments.
• Prior experience, including internships, in management consulting, business process outsourcing, or technology-related professional services.

Responsibilities

• Become an expert on Canoe’s product and understand how its proprietary machine-learning technology adds value to client workflows.
• Serve as the first point of contact for Canoe’s production customers, responding to how-to questions, troubleshooting requests, and training needs.
• Work cross-functionally with Canoe teams to resolve client inquiries and streamline processes.
• Respond to client inquiries consistently, concisely, and in a timely manner.
• Collaborate with the Product team to relay ideas and feedback and track resolution of reported bugs.
• Coordinate with the Data Team to incorporate client feedback into Canoe’s technology and improve systematic data collection.
• Contribute to maintaining the Canoe Help Center to enhance the client experience.
• Conduct client training on foundational functionality and best practices.
• Contribute to Support roadmap projects related to AI adoption and workflow optimization.

Benefits

• Merit increases may be available.
• Incentive compensation for exempt roles.
• Paid holidays.
• Paid time off.
• Medical benefits.
• Dental insurance.
• Vision insurance.
• Short- and long-term disability benefits.
• 401(k) with matching.
• Life insurance.
• Wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed