Job Description

Do you find joy in understanding your client’s business and in helping them to optimize their solutions to meet their business vision? Do you love to think creatively 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! We’re adding a Senior Application Analyst to our team, and in this role, you will maintain critical applications and quickly resolve incidents.

Not only will you be directly responsible for keeping PureFacts’ clients happy and productive, but you will also partner with the product development team to share client feedback and insights and to test new features before release. You’ll be helping us build the best possible product for our clients.

Responsibilities:

• Act as a technical support agent, driving customer satisfaction through expert troubleshooting and issue resolution.
• Investigate, resolve, and report on incoming technical support inquiries, ensuring prompt and professional service including writing and optimizing SQL queries for troubleshooting.
• Develop and maintain knowledge base of 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.
• Escalate to Level 2 (infrastructure) and Level 3 (product engineering) teams as necessary.
• Identify patterns in recurring issues and implement preventive measures to reduce customer faults.
• Review all technical support-related processes and documentation, identify patterns in recurring issues and propose solutions for continuous improvement.
• Provide support in Pacific Time zone (9 am-5 pm Pacific, 12 pm - 8 pm Eastern).
• Provide overnight coverage for team members while on vacation, and occasional after-hours and weekend support (overtime is covered, of course!) for product changes and releases.

Your Skills:

• You have at least five years of experience in technical support, account management, or client service within a SaaS company. It’s a plus if you’ve worked in wealth management as well.
• Must be available/willing to provide support in Pacific Time zone (9am-5pm Pacific, 12pm - 8pm Eastern). This role can be fully remote.
• You’re an excellent communicator, both written and verbal, and love to talk to clients.
• You have strong problem-solving skills, an analytical mind, and rigor to investigate and resolve customer support tickets.
• Able to multi-task efficiently under time pressure.
• Able to work with cutting edge technology and absorb information rapidly.
• Strong SQL knowledge.
• Broad knowledge of virtual environments.
• Familiarity with configuration changes (i.e. adjusting data mappings).
• ITIL would be considered an asset.

About PureFacts

PureFacts Financial Solutions is the de facto market leader in Revenue Management and is on an exciting journey to build a world class platform and team. At PureFacts, we are rapidly growing and on a mission to create meaningful, differentiated wealth solutions that help people live their best life. We use artificial intelligence, big data, and the latest technologies, along with our industry expertise, to help firms grow revenue, reduce costs, manage risk, and delight their customers. Our wealth solutions are mission critical to our clients.

Combined with our solutions and loyal clients, our hungry, humble & smart team is a cornerstone to our growth. In addition to our highly valued wealth solutions, we are committed at PureFacts to help create a better life for all. We are focused under our corporate citizenship arm of PurePossibilities to provide food, shelter, education and employment for the less fortunate, enabling one step at a time a leg up for all.

At PureFacts, we do business differently. We believe in a six-stakeholder model where employees, clients, partners, the community, the environment and the shareholders are beneficiaries of the business. For our differentiated approach and results, PureFacts was selected as one of 100 most innovative WealthTech firms in the world by WealthTech 100. In summer 2024, we announced a partnership with GrowthCurve Capital as a majority investor and are planning to 4-10x our business in the coming 3-5 years. To meet that hyper growth, we are investing in our people, operations and technology to continue to service our clients at the highest level.

We embody six values – Hungry, Humble, Smart, Purposeful, as well as Teamwork and Radical Candor. If that sounds like you and you want a seat on the rocket ship, then join us at PureFacts!

What we offer:

• A great team!

• Lots of growth opportunities

• Flexible work environment

• Competitive compensation Level

• Wellness programs & great employer benefits (includes dental+ vision +massage, etc.!)

• GoodLife membership corporate discount

• Did we mention a great team?!

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PureFacts is committed to fostering an environment where all employees are treated with respect and dignity and can fully contribute to the culture of our organization. PureFacts is an equal opportunity employer, which values, respects and leverages the competences and differences of employees and job applicants from diverse backgrounds to help us meet our company goals while helping you meet your career goals. We welcome all applicants and encourage individuals who identify with any of the protected grounds under the human rights legislation to apply to any open role.

PureFacts is committed to providing reasonable workplace accommodations, including accommodations during the recruitment process. To the extent possible, job applicants are responsible for making their accommodation needs known. Please advise the PureFacts recruiter if you require an accommodation at any time during the recruitment process, including disability-related accommodations. PureFacts will evaluate the accommodation request and may request more information from the job applicant to facilitate the accommodation. All requests will be taken seriously, and no applicant will be penalized for making an accommodation request.

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