Hybrid Customer Support Analyst

at Univeris

• Job title: Customer Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$70,000 - CA$90,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Toronto, Canada

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.