Client Support Analyst

COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: Client Support Analyst
LOCATION: New York City (hybrid) or Fully Remote in the United States
SALARY: 60,000 - 70,000
The Role:
If you love client interaction and supporting customer needs on a day to day basis, we're looking for you. As a 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 reports into the Sr. Manager of Client Support.
What You'll Do:

• Become a Canoe product expert and understand how Canoe 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
• Take on an urgent or critical issue a client reports immediately after being reported
• 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
• Take on team project work as time allows

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
• Analytical, data-driven self-starter that is detailed-oriented and resourceful
• Problem-solver who thrives in diving into details when required
• Have a willingness to learn a moderate amount of technical knowledge that can help Support our clients (API, etc.)

Preferred:

• Experience (including internships) with Client Support tooling & reporting, such as Salesforce, 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:

• Medical, dental, vision benefits
• Flexible PTO
• 401(k)
• Flexible work from home policy
• Home office stipend + wifi reimbursement
• Employee Assistance Program
• Gym reimbursement
• Education assistance
• Parental Leave
• Commuter benefits

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.