Support Analyst

COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: Support Analyst
LOCATION: Hybrid in Jacksonville, FL
SALARY: $70,000 - $80,000 + bonus and equity
The Role:
As a 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.
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 and streamline processes
• 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 Team to absorb client feedback into Canoe's technology to positively impact future systematic collection of data
• Facilitate enhanced client experience by contributing to maintenance of the Canoe Help Center
• Conduct client trainings focused on foundational functionality and best practices
• Contribute to Support roadmap project items concerning AI adoption and workflow optimization

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
• Technically Proficient; able to troubleshoot technical issues and relay technical information in a digestible manner
• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Preferred

• Experience (including internships) with Client Support tooling & reporting, such as Zendesk, Salesforce CRM, Jira, Confluence, Snowflake, Datadog
• Experience streamlining workflows with the use of AI tooling
• 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
• 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.