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- Tasks: Support clients by resolving inquiries and educating them on our innovative technology.
- Company: Canoe Intelligence, a leader in alternative investment data processes.
- Benefits: Competitive salary, flexible work options, health benefits, and education assistance.
- Why this job: Join a dynamic team and make a real impact on client experiences with cutting-edge technology.
- Qualifications: Client support experience, analytical skills, and basic knowledge of SQL and APIs.
- Other info: Collaborative environment with opportunities for growth and involvement in AI initiatives.
The predicted salary is between 65000 - 75000 £ 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 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.
- Be a primary contact for clients on Premier Support.
- Attend 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 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.
Sr. Support Analyst employer: Canoe Intelligence
Contact Detail:
Canoe Intelligence Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Support Analyst
✨Tip Number 1
Get to know Canoe's products inside out! Familiarise yourself with their machine learning technology and how it benefits clients. This knowledge will help you stand out during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can be a game-changer in your job search.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you'd handle complex client issues or collaborate with cross-functional teams. Practising your responses will help you feel more confident and ready to impress.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Canoe team and ready to contribute to their mission.
We think you need these skills to ace Sr. Support Analyst
Some tips for your application 🫡
Know the Role Inside Out: Before you start writing your application, make sure you understand what the Sr. Support Analyst role is all about. Dive into the job description and highlight how your skills align with the responsibilities. We want to see that you’re genuinely interested in helping clients and solving their issues!
Show Off Your Client-Centric Attitude: Canoe values a client-first approach, so make sure to showcase your experience in delivering excellent customer service. Share specific examples of how you've gone above and beyond for clients in the past. This will help us see that you’re the right fit for our team!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point, so we can easily see your qualifications and enthusiasm for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows that you’re proactive and keen on joining our team at Canoe!
How to prepare for a job interview at Canoe Intelligence
✨Know Your Stuff
Make sure you dive deep into understanding Canoe's proprietary technology and how it benefits clients. Familiarise yourself with the machine learning aspects and be ready to discuss how you can leverage this knowledge to support clients effectively.
✨Show Your Client-Centric Attitude
During the interview, highlight your genuine interest in delivering results for customers. Share examples of how you've gone above and beyond to resolve client issues or improve their experience, as this aligns perfectly with Canoe's values.
✨Be Ready to Problem-Solve
Prepare for scenario-based questions where you might need to troubleshoot complex client issues. Think of specific instances from your past experiences where you successfully resolved a challenging problem, showcasing your analytical and resourceful nature.
✨Collaborate and Communicate
Canoe values teamwork, so be prepared to discuss how you've worked collaboratively in previous roles. Share examples of how you’ve contributed to team projects or initiatives, especially those that involved cross-functional collaboration, to demonstrate your ability to win together.
