Customer Support Analyst (PST Timezone)

Our employees are central to everything we are. They do more than share remarkable talent and build pioneering AI software—they bring fresh ideas to old ways of thinking and delight our customers. That’s why we’re committed to making sure every employee at MindBridge feels appreciated. We do this by offering a robust benefits package and by creating a culture that is both inspiring and welcoming. Working at MindBridge isn’t like any other job. We’re a team of high-spirited and dynamic individuals who are passionate about using artificial intelligence to enable humans to do better. With that comes a high-drive culture where people feel valued, supported, and primed to succeed. 

MindBridge AI is the world's leading AI powered financial risk discovery platform. We help financial professionals access better ways of working by identifying, surfacing, and analyzing risk across broad financial datasets.

Join our Global Services team and collaborate with seasoned professionals and leaders to develop your expertise in every aspect of Customer Experience. As a valued team member, you will be responsible for providing comprehensive product functionality and data support to our key customers. Your data transformation skills and expertise in diagnosing issues will be invaluable in guiding MindBridge customers and the team to the right solutions.

In this role, you will:

• Provide technical product and data support to clients through various mediums, including online tickets, chat, email, and telephone
• Investigate customer incidents by ensuring the root cause is understood, documented, and resolved in a timely manner
• Diagnose and troubleshoot complex technical issues in a timely and effective manner
• Clean, format, and transform large datasets using Python or Excel
• Research, document and provide executable solutions to customer incidents
• Provide professional customer support including courteous and timely communication throughout all levels of interaction
• Contribute to the creation and enhancement of incident resolution workflows, training materials, technical manuals, and technical support FAQs
• Understand and translate complex product and technical concepts to non-technical customers
• Collate, synthesize, and share customer feedback to cross-functional teams to advocate for customers
• Identify and thoroughly log defects and/or enhancements reported by customers in the defect tracking solution
• Stay up to date on all key support topics and new features
• Participate in software/release testing

To be successful in this role, you:

• Are dedicated to delivering exceptional support and exceeding customer expectations
• Are data-driven and have strong analytical and problem-solving skills
• Are proficient in manipulating large datasets using Excel or Python  
• Can adjust priorities on the fly and thrive in a fast-paced environment and culture
• Are comfortable learning complex software
• Can navigate complex customer organizations and manage feedback professionally 
• Have effective communication skills and can comfortably communicate with customers from a wide variety of backgrounds
• Can recommend improvements to system usability, customer experience, and team processes
• Are willing to support customer requirements that, on occasion, fall outside of normal business hours
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Desired education and experience:

• Must be permanently located within the PST time zone in Canada
• 3+ years of experience providing customer service, consulting, or support in a software/technology company
• Experience in using Python for cleaning and transforming large datasets
• Proficient with Microsoft Excel (formulas, formatting etc.)
• Experience with ERP systems (NetSuite, Sage, SAP, etc.) is an asset
• Experience with CRMs and ticketing systems such as Jira or Zendesk is an asset
• Knowledge of processes, development, and operational ability in diverse ETL environments is an asset (Informatica, DataStage and/or Talend)
• Computer Science/Business degree or equivalent experience required
• Financial audit or accounting knowledge is an asset
• Proficiency in French, German or Spanish is an asset

Requirements Contingent on Employment:

• Fulfill requirements necessary to obtain and clear a full background check
• Eligibility for Government of Canada Secret Level (II) clearance

About MindBridge:

MindBridge is the global leader in AI-powered financial risk discovery. Our platform, MindBridge AI™ allows finance and audit professionals to build the AI-powered finance department of the future.  AI will not replace finance and audit professionals, but it will improve how they deliver their work. With MindBridge, leading finance, accounting, and audit teams are exploiting the benefits of AI to help them uphold the trust, transparency, and efficiency their profession requires in this quickly changing landscape.

MindBridge is committed to promoting diversity and inclusion within our workforce; achieving it is an important competitive advantage in the global marketplace. The Company has a strict policy of equal opportunity in hiring, developing, promoting and compensating employees. The company seeks to attract, retain and reward employees who perform their work to the highest standards, basing promotions on qualification and merit. MindBridge is passionate and committed to creating a diverse and inclusive environment. We are an equal opportunity employer and as such qualified applicants will receive consideration without regard to race, national or ethnic origin, colour, religion, gender, gender identity or expression, sexual orientation, mental or physical disability, age, or veteran status.

Accessibility Statement:

MindBridge is committed to  providing an accessible candidate experience. If you need any accommodations throughout the interview process and beyond, please let us know. We will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. All information received in relation to accommodation will be kept confidential.