Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Customer Support Analyst responsible for day-to-day operations support and maintaining customer relationships in a fast-paced technology environment at Univeris.
Responsibilities
- Responsible for day-to-day operations support activities while maintaining customer relationships.
- Expected to have some basic knowledge of products and services offered by Univeris.
- Ensure that products and services consistently meet client needs.
- Manage priorities amongst a group of developers and business analysts.
- Assist both on-premise and SaaS based clients with service and recommendations from issue inception to resolution.
- Ensure client satisfaction and encourage platform use, subscription renewals, and expansion of Univeris solutions.
Requirements
- 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.
- 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.
Benefits
- Accommodations available upon request during the recruitment process.
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