Senior Solutions Analyst

PureFacts Financial Solutions • Toronto, ON

76d

About The Position

As Senior 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.

Requirements

• 2+ years of experience in wealth management specifically commissions and compensation (including commissions payable and advisor compensation)
• 5+ 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
• Understanding of machine learning concepts
• Familiarity with AI analytics tools
• Experience using AI for data exploration
• Broad knowledge of virtual environments
• Proven experience with troubleshooting and diagnosing problems (Stored Procedure, extJS, SSRS, SSIS)
• Writing commands and workflow processes

Nice To Haves

• ITIL would be considered an asset

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.
• Use AI tools to analyze client datasets more efficiently (identify data inconsistencies or anomalies, generate insights from large financial datasets, and assist clients with predictive analytics related to revenue, advisor performance, or fee structures).
• Use AI-generated insights to help clients optimize their use of the platform – identify revenue leakage opportunities, and analyze advisor performance trends.
• 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 a 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed