Customer Support Analyst

Who We Are
Univeris has been building and modernizing wealth management software for over 30 years. We are the go-to solution for many financial services firms, including mutual fund dealers, securities dealers, wealth management firms, and insurance companies — seeking to stay competitive in a digital-first world. Today, more than 25,000 financial advisors and 1.5 million investors in 12 countries rely on our platform, representing over $450B in Assets Under Administration.
We help our clients streamline portfolio management, drive efficiencies, and create meaningful value. At Univeris, we value talent, innovation, and ideas. We empower employees to act boldly, learn continuously, and deliver solutions that matter.
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. Your effort is managed within a strict subset of defined KPI's that are highlighted by managing priorities amongst a group of developers and business analysts.In addition, you're proficient assisting both on-premise and SaaS based clients 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.

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.

Hybrid role based in Toronto, ON (3 days in office required)Fast-paced technology environment with a strong focus on operational excellence and people-first practices.

Univeris is committed to diversity and inclusion and welcomes applications from qualified individuals of all backgrounds. Accommodations are available upon request during the recruitment process.