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.

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.

Customer Support Analyst

Key skills