Technical Support Specialist

Canvs is the industry standard for emotion analytics. The company provides an emotion analytics platform used by TV networks, brands, agencies and media companies. Built using social media listening research from MSI Young Marketing Scholar, Professor Sam Hui, Ph.D., Canvs provides a real-time and time-shifted understanding of how content emotionally resonates with viewers across Facebook, Instagram, Twitter and YouTube.

As a Technical Support Specialist at Canvs, you will be working with the Client Services team to provide world class technical support to our clients. We support our clients by providing analytics best practices, advising on the best approach to achieving business objectives with Canvs, as well as resolving technical issues our users are experiencing with the platform. Additionally, you will be tasked with expanding the Canvs knowledge base, which contains detailed FAQs, how-tos, and use case workflows that assist our clients in quickly getting to business advantage with our technology.

* Resolve client’s technical issues with the Canvs software in an efficient and effective manner. * Maintain support SLA compliance among our standard and premium support clients. * Work closely with the engineering team to communicate platform issues and UI/UX challenges from the perspective of our users in a way that is actionable for product development. * Consolidate most common issues and client pain points into comprehensive written and visual workflows that live within the Canvs knowledge base.

We are looking for someone that is excited about social media, brands, and solving marketing and advertising challenges. You should be ambitious, optimistic, and have a passion for learning. You will thrive on exceeding the expectations of colleagues and clients, and you will be meticulous with details and organizing your work. * 1-2 years’ experience working in technical support or related field. * Outstanding written and verbal communication skills. * Experience working with Intercom, Zendesk or other technical support platforms. * A passion for, and highly skilled in, analytics and problem-solving. * Working knowledge of Microsoft Excel/PowerPoint. * A self-starter and independent worker. * Willingness to take on multiple roles at once, and doing whatever it takes to get the job done. * Possess excellent time management skills. * Team-spirited, sociable, and enthusiastic * Experience with analytics and social listening tools. * Knowledge of business intelligence solutions and dashboards (Tableau, Domo etc.) a plus. * Must be based in New York City.