Solutions Analyst

PUREFACTS FINANCIAL SOLUTIONS; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading financial technology company in Toronto is looking for a Solutions Analyst to provide exceptional technical support and optimize client solutions. The ideal candidate will have experience in wealth management and a strong background in technical support. This role includes responsibilities such as resolving technical inquiries and collaborating with product development. Ideal candidates are excellent communicators with strong problem-solving skills. The company promotes a hybrid work environment.

Qualifications

• 2+ years of experience in wealth management.
• 3+ years experience in a Technical Support role.
• Excellent communicator, both oral and written.

Responsibilities

• Act as a senior technical support agent, driving customer satisfaction.
• Serve as the primary point of contact for technical escalations.
• Investigate, resolve, and report on incoming technical support inquiries.

Skills

Problem solving

SQL Knowledge

Communication skills

Analytical skills

Multitasking

Job description

Overview

PureFacts Financial Solutions 17 days ago
Hybrid
Toronto, Ontario
Mid Level
full_time

About the Company

PureFacts is a global leader in revenue management, client reporting, and data-driven solutions for the wealth and asset management industry. Our mission is to empower financial services firms with smarter technology that increases revenue, reduces risk, and improves client transparency.

We're a purpose-driven organization committed to making a difference—both in financial services and in the communities we serve. At PureFacts, innovation, integrity, and impact are at the heart of everything we do.

About the Role

As a Solutions Analyst, you will have the opportunity to build relationships and create meaningful experiences with PureFacts clients. Do you find joy in understanding your client\'s business and help them best optimize their solutions to meet their business vision? Do you love to think outside of the box and act as a strategic advisor to clients? If you are an individual who doesn\'t stop until the problem is solved and the clients\' needs are met, then we want to hear from you. PureFacts is looking for someone who has experience in technical support, account management, and client service in a Wealth Management environment.

Not only will you be directly responsible for keeping PureFacts\' clients happy and productive, ensuring they have the best possible experience, but you will also spend time working with the product development team to share client feedback and insights and to test new features before release, to help us build the best possible product for our clients. Bonus points if you\'re able to communicate in French.

Responsibilities

• Act as a senior technical support agent, driving customer satisfaction through expert troubleshooting and issue resolution.
• Serve as the primary point of contact for technical escalations, collaborating with Level 2 (infrastructure) and Level 3 (product engineering) teams.
• Investigate, resolve, and report on incoming technical support inquiries, ensuring prompt and professional service including writing and optimizing SQL queries for troubleshooting.
• Identify patterns in recurring issues and implement preventive measures to reduce customer faults.
• Develop and maintain knowledge base articles, technical troubleshooting guides, and best practices.
• Lead knowledge-sharing sessions and mentor junior team members to enhance team expertise.
• Coordinate with Customer Success Management on feature requests and client enhancement needs.
• Serve as technical liaison between Customer Support and specialized teams.
• Participate in client technical discussions, providing in-depth explanations and recommendations.
• Review all technical support related processes and documentation, identify patterns in recurring issues and propose solutions for continuous improvement.
• Provide coverage for team members while on vacation.

Your skills

• 2+ years of experience in wealth management specifically commissions and compensation (including commissions payable and advisor compensation)
• 3+ years experience in a Technical Support role (ideally some in a wealth management environment)
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Strong SQL Knowledge
• Broad knowledge of virtual environments
• Proven experience with troubleshooting and diagnosing problems (Stored Procedure, extJS, SSRS, SSIS)
• Writing commands and workflow processes
• ITIL would be considered an asset

About PureFacts Financial Solutions

51-200

We are the only End-to-End Revenue Management Platform dedicated to the Investments Industry. What does that mean? PureFacts helps some of the largest and most recognizable wealth management, asset management and asset servicing firms manage and grow their revenues.

The PureRevenue Platform enables scalable revenue management by powering the entire revenue lifecycle. Firms calculate, collect, distribute, incentivize and optimize their revenues using PureFacts AI-enriched fees engine, incentive compensation application and compelling revenue business intelligence powered by a single system of record for revenue management. PureFacts\' customers retain more clients, deliver incremental value, improve productivity, properly incentivize advisors and partners, prevent costly mistakes and find optimization opportunities. We are global, with headquarters in Toronto Canada, and a presence in the USA, UK, Continental Europe and Asia Pacific regions. PureFacts has been recognized for its innovation and excellence including selections to the WealthTech100, AIFinTech100, and ESGFinTech100 awards.