Description:
System Support Associate
Location: Toronto, ON
Infinite Investment Systems Ltd. is the provider of Harmony, a portfolio management system designed to meet the needs of the Canadian investment management industry. Deployed in more than seventy firms, Harmony is the leading software solution for investment management firms with diverse mandates. With a comprehensive suite of functionality coupled with our best-in-class service and support, we improve the operational efficiency and productivity of investment management firms across Canada.
We are currently looking to hire for our System Support team. In this position, the System Support team member will work with clients by providing them with system support on Harmony (portfolio management software). The role requires collaboration with intelligent, energetic, and driven colleagues in a friendly and agile office environment. You will be the primary point of contact for all system support inquiries for our clients.
DUTIES AND RESPONSIBILITIES
- Provide day to day support of the Harmony system to customers.
- Answer incoming phone calls and email inquiries regarding Harmony and other applicable systems.
- Document all interactions with clients in the Client Management System.
- Assist with client communications, custom reports, new client implementations, new feature launches.
- Provide training of the Harmony and other applicable systems to new users.
- Assist with system development to resolve technical issues and perform user testing for the development team.
- Set up new users’ accounts on the system and on the server.
- Troubleshoot Harmony and other applicable system problems, diagnosing and solving software faults, identify and investigate exceptions within established time parameters.
- Assist with data reconciliation projects; develop and maintain accurate portfolio information for external clients and internal parties
- Provide support and training to users and other team members, if necessary, interface between internal teams and clients, participate in meetings as required, daily administrative tasks
- Help users optimize their experience with Harmony and other applicable systems.
- Work with internal teams to assist the delivery of custom reports, client communication, client conversion and implementations and other client management initiatives.
- A keen client services focus, an outgoing and engaging personality, and a strong desire to support a software user base of financial industry professionals all contribute to your success in this role.
QUALIFICATIONS
- 1-2+ years experience working within a software support environment
- Strong communications skills, including the ability to engage with clients and prospects to understand their business and operations requirements
- Understanding of the investment management industry, business practices and operations within depth knowledge of middle office activities such as investment data management, reconciliation, compliance, risk, and performance measurement.
- Solid technical background with understanding and/or hands-on experience in software development and web technologies
- Strong time management and prioritization skills, as well as attention to detail
- Self-motivated – ‘Find a way to get it done’ attitude
- Diploma / Bachelor's Degree in Finance, Business, Information Technology, or related field