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Customer Support Analyst

3 weeks ago

Toronto, Canada Univeris Corp Full time

**The Company**
Univeris, headquartered in Toronto, Canada, is a privately held company and is the leader in enterprise wealth management for the Canadian market. Founded in 1991, Univeris has over 80 staff and 15 leading financial services clients representing over 12,000 financial advisors on the platform. It offers the most comprehensive wealth management solution for financial advisors in the credit union, banking, insurance and investment dealer sectors.

Univeris is a world-class technology platform that boasts a number of firsts in Canadian mutual fund distribution, including real-time processing, web access, built-in compliance, plus GIC and segregated funds processing capabilities. Technology innovation is one of the cornerstones of Univeris' product development strategy, and through its Evergreen approach to technology, new features and capabilities transparently integrate into the platform.

**The Opportunity**
The Customer Support Analyst is responsible for day-to-day operations support activities while maintaining customer relationships. The Support Analyst is expected to have some basic knowledge of products and services being offered by Univeris and ensures that products and services consistently meet our client needs. As the Support Analyst, you will manage the Support Team KPIs. The Support Analyst is responsible for setting support priorities within the business and technical teams. In addition, assist both on-premise and hosting customers on business and technical related-issues with the best possible service and recommendations from issue inception to resolution. Our goal is to ensure our clients are satisfied, and make regular use of our platform, renew their subscriptions and are eager to expand the footprint of the Univeris solutions within their organization.

*
The Role*

**Responsibilities**:

- Client Communication - Articulate and provide Customer communications
- Manage and triage assigned tickets
- Manage Escalations - Manage customer escalations through communication and create an action plan agreeable to both parties
- Track, Report, and obtain Service Level Objective (SLO) metrics and goals.
- Manage and set priorities for technical resources

Support Analyst
- Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required in a clear and timely manner.
- Assist customers as needed through the phone or web meeting/collaboration tools.
- Maintain a detailed understanding of products and services, assist customers with questions and provide the next steps.
- Collaborate with internal teams to determine the next steps towards issue resolution (reporting system defects and deficiencies).
- Document incidents/problems and contribute to troubleshooting guides or knowledge base articles.
- Some on-call support work required (at least twice a year on major releases) and depending on extended support request arrangements.
- As the owner of the support relationship with clients, you will hold regular client meetings understanding and prioritizing support issues

Skills And Core Competencies
- Experience in a technology/financial services environment; knowledge of Wealth Management Systems and Mutual Fund/ETF trading (MFDA, Fundserv, IIROC).
- Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense.
- Ability to communicate effectively both orally and in writing with clients, technical teams, and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
- Ability to thrive in a fast-paced, results-oriented environment.
- Comfortable working independently, reading and understanding user and technical guides.
- Well-developed analytical, problem-solving, organizational, and time management skills.
- Experience with incident tracking software such as JIRA Service Desk or similar tools.
- Basic knowledge of using Google apps and tools (e.g. Gmail, Calendar, Sheets, Slides).
- Knowledge of JIRA is preferred
- SQL knowledge will be helpful and may take pressure off the back end team if more investigation can be done on the front end

Nice-to-have
- Experience in business analysis
- Programming knowledge
- Experience working in high productivity and timeline driven environment
- QA/testing experience
- JIRA Service Desk experience or JIRA Help Desk is an asset
- Atlassian Confluence experience
- JIRA exposure
- Working Query knowledge of SQL

**Education/Qualifications Required**
- Bachelor’s degree or a combination of education and experience in Engineering, Information Systems, or Business Administration.
- Experience in a technical support analyst role preferably supporting systems used in the mutual fund industry or recent graduate.
- Knowledge of relevant aspects of the IT industry is required.

**The Work Environment**
- Our location is downtown Toronto in a small office environment
- Remote work is opt