Support Analyst - EMEA

COMPANY: Canoe Intelligence

WEBSITE :

TITLE: Support Analyst - EMEA

LOCATION: London, UK (Hybrid)

SALARY : £40,000 - £55,000 base salary + bonus

The Role:

As a 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.

What You’ll Do:

• 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 (i.e. the case)

• 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 Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data

• Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base

• Conduct client trainings focused on foundational functionality and best practices

What We’re Looking For:

Required:

• 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

Preferred:

• Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence

• Knowledge of alternative investments

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

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.