At a Glance
- Tasks: Support clients by resolving inquiries and educating them on our innovative technology.
- Company: Join Canoe Intelligence, a forward-thinking Bloomberg Company.
- Benefits: Enjoy healthcare, retirement plans, paid time off, and more.
- Other info: Collaborative environment with opportunities for growth and learning.
- Why this job: Be a key player in enhancing client experiences with cutting-edge AI solutions.
- Qualifications: Client-focused, analytical, and familiar with SQL, APIs, and Python.
The predicted salary is between 49500 - 60500 £ per year.
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 Director of 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.
- 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 the day, prior to US business hours.
- Analytical, data-driven self-starter that is detail-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
We offer comprehensive and generous benefits. Primary benefits are healthcare, retirement, life insurance and disability coverage, counselling, paid holidays and paid time off.
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 Intelligence, a Bloomberg Company, is the data management and intelligence platform powering how the world invests in alts. Our AI-native platform automates the manual data processing, cutting operational costs and risk while future-proofing alts infrastructure for long term growth. Timely, accurate, and comprehensive data arms investment teams to act with the decisiveness of public markets.
Canoe is an equal opportunity employer and prohibits discrimination in employment. It is Canoe's policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, self-identified or perceived sex, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy, childbirth or related medical conditions, or parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law.
Our mission is to unlock efficiencies in alternative investment processes by introducing purpose-built automation into the workflows of institutional investors, asset servicers, capital allocators and wealth managers.
Senior Support Analyst in London employer: Canoe Intelligence
Canoe Intelligence is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives in the heart of London. Employees benefit from competitive salaries, performance bonuses, and ample opportunities for professional growth, all while working with cutting-edge technology in the alternative investments sector. Join us to make a meaningful impact as you collaborate with enterprise clients and enhance your skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Canoe Intelligence. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Canoe Intelligence before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Canoe Intelligence:Your cover letter is your chance to shine! Tell us why you want to work at Canoe Intelligence specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Canoe Intelligence!
How to prepare for a job interview at Canoe Intelligence
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
