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 business alongside our growing team. This role reports into the Manager of Client Support.
What You’ll Do:

• Become a product expert and understand how  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  production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training
• Lead cross-functionally with  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  Product team to relay ideas/feedback and track the resolution of reported bugs
• Coordinate with  Data Operations Team to absorb client feedback into technology to positively impact future systematic collection of data
• Work directly with the Relationship Management team on clients in an escalated situation
• Facilitate enhanced client experience by contributing videos and articles to 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 customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations

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
• Can thrive off being a self-starter early in 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, Zendesk, Jira, Confluence
• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Support team into the future

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

  #AlbionarcJobs#FintechJobs

  #AsiaJobs#MiddleEastCareers

  #TechTalent#FintechRecruitment

  #FinanceOpportunities#