Application Support - Team Lead
Four Eyes Financial is a Canadian Wealth/RegTech software company looking to welcome an ambitious Application Support - Team Lead to the team. The successful candidate will ensure Four Eyes clients are able to optimally use the Four Eyes product suite at all phases of the client lifecycle, and facilitate meeting committed Service Level Agreements (SLAs).
Focus Areas
Platform Performance: Ensure SLAs are consistently being met.
- Be the technical authority for our systems & applications;
- Maintain high quality software, with accountability for production availability, reliability, and usage, taking a well rounded view of application health;
- Provide application support to our business partners, and internal & external teams to debug or troubleshoot sophisticated application issues.
Client Success: Ensure client considerations are resolved based on priority and SLAs.
- Use the Zoho Desk ticketing system to record considerations, testing, resolutions, and administrative tasks;
- Communicate with empathy and confidence and ensure all inquiries are closed in a timely and appropriate way.
Project Manager Support: Contribute to on-time project delivery.
- Be available to support Project Management during client onboarding and new feature releases.
Product Owner Support: Contribute to product improvement.
- Identify new feature requests in the ticketing system and communicate to the Product Owner;
- Analyze and report product issues by testing scenarios as a user;
- Update internal documents with information about technical considerations;
- Instruct clients in the use of configuration, and user manuals;
- Help clients use specific features through a variety of mediums, including supporting the development of video training segments embedded in the platform.
Qualifications:
- 3+ years experience as a client-facing support analyst working with Enterprise software.
- Experience with service desk tools.
- Strong interpersonal skills with proven ability to build and maintain strong relationships with stakeholders, including internal stakeholders.
- Desire to work in a start-up or fast growth environment.
Four Eyes Financial is a technology company based in Saint John, NB. We are at the forefront of change in how Wealth firms think about their data and their compliance functions. Our proprietary Intelligent Compliance Platform, with multiple compliance solutions, streamlines interactions between Advisors, Clients, and Head Office.
We have a diverse team of bright and high-performing people and we are in growth mode. You’d fit in well if you thrive in a fast-paced environment, have a thirst for learning, enjoy improving systems and processes, and focus on excellence in everything you do.
Some of our great benefits include:
Health & Dental Benefits
RRSP matching program
Competitive salary
Generous vacation days
Hybrid work options
And more!
Are you ready to accelerate your career? If you have a pioneering spirit, a passion for results, seek meaningful work and want to make an impact on a changing industry, come join us!