Customer Support Analyst

At Univeris, you’ll be part of our Customer Support Team that:

• Actively advocates for our clients and stakeholders
• Takes ownership and see tasks taken to completion
• A strong collaborative approach and team-player
• A hunger for knowledge, endless curiosity and a great communicator

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
• 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
• Working knowledge of Spanish and/or Canadian French – business is conducted in English however Univeris has employees and clients in locations where Spanish or French is the predominant language

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.