Sr. Support Analyst

COMPANY: Canoe Intelligence

WEBSITE :

TITLE: Sr. Support Analyst

LOCATION: Hybrid in London, UK

SALARY : £65,000 - £75,000 + Bonus & Equity

The Role:

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 will have a special focus on our European clients given Canoe’s growth in the region. This position reports into the Sr. Manager of Client Support.

What You’ll Do:

• 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 client’s 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

• Possibly assist with Canoe’s Premier clients in the region and have some Support Account Manager responsibilities. Including, but not limited to:

  • Be a primary contact for clients on Premier Support

  • Attending recurring client meetings, discussing Support cases and metrics

What We’re Looking For:

• 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 CRM, Helpjuice, Jira, Confluence

• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Preferred

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

• Knowledge of alternative investments

What You’ll Get:

• A stipend for benefits, including medical, dental, & vision benefits

• Flexible PTO

• Pension contribution

• Flexible work from home policy

• Home office stipend

• Employee Assistance Program

• Gym/wifi reimbursement

• Education assistance

• Parental Leave

Our Values:

• Client First —> Listen, and deliver client-centric solutions

• Be An Owner —> Take initiative, improve situations, drive positive outcomes

• Excellence —> Always set the highest standard for yourself and others

• Win Together —> 1 + 1 = 3

Who We Are:

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.