Description:
System Support Associate
Location: Toronto, ON
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.
- Investigate client-reported issues by reviewing data, system configuration, workflows, and reporting outputs to determine root cause and recommend solutions.
- Assist with system development to resolve technical issues and perform user testing for the development team.
- Troubleshoot Harmony and other applicable system problems, identifying root causes, and investigating 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 team members, and assist with daily administrative activities.
- 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
- Exposure to investment management, portfolio administration, reconciliation, performance measurement, or financial operations is considered an asset. Training will be provided.
- Strong communications skills, including the ability to engage with clients to understand their business and operations requirements
- Strong working knowledge of Microsoft Excel is considered an asset.
- Strong analytical and problem-solving skills with the ability to investigate discrepancies, troubleshoot issues, and communicate findings clearly.
- 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, Economics, Math, Information Technology, or related field