Product Support Supervisor

Why Opus?

At Opus, integrity isn't just a principle. It's how we do business. As an independently owned company operating in seven countries, we've built our success by staying true to our values: questioning everything, embracing change, building not buying, winning together, and doing the right thing. Our employees see the difference - we're a certified Great Place to Work in Canada, the USA, Ireland, and the Philippines. If you share our beliefs and want to be part of a team that values innovation, accountability, and doing the job right, we'd love to connect.

This Opportunity

We are excited to announce an exceptional opportunity for a dynamic individual to join our Innovative Product Support (IPS) team. Our team is composed of dedicated professionals committed to exceeding expectations through the development and enhancement of cutting-edge products for Opus and our clients. We strive to deliver unparalleled service within a well-organized, transparent framework, focusing on maximizing return on investment.

This role is ideal for a proactive leader with a strong work ethic, exceptional critical thinking skills, and a passion for mentoring and supporting a high-performing team. You will be responsible for supervising day-to-day support operations, ensuring timely resolution of issues, and fostering a culture of continuous improvement and accountability.

Your primary responsibilities will include:

• Operational Leadership:
• Supervise daily ticketing operations, ensuring tickets are triaged, prioritized, and resolved efficiently.

• Monitor team performance and provide real-time coaching and support to ensure service excellence.

• Issue Resolution:

• Act as the first point of escalation for complex support issues, coordinating with developers, business users, product owners, and support teams as needed.

• Apply critical thinking to troubleshoot and resolve recurring issues, identifying root causes and recommending improvements.

• Team Development

• Mentor and train support analysts, fostering a collaborative and growth-oriented environment.

• Conduct regular check-ins and performance reviews, providing constructive feedback and development plans.

• Process & Documentation:

• Maintain and improve documentation standards for support procedures, technical guides, and user guides.

• Identify gaps in processes and propose enhancements to improve efficiency and user experience.

• Reporting & Insights

• Develop and maintain dashboards to track ticket metrics, team performance, and resolution timelines.

• Analyze support trends and present actionable insights to the manager.

• Technical Acumen

• Creating and maintaining database objects for application support/development and management information reporting using MySQL.
• Supporting the team's technical queries and reviewing database objects/SQL ahead of release to production

Additional responsibilities and growth opportunities after 6-12 months in the role:

• Lead comprehensive projects and releases (create process workflows, gather detailed project requirements, design database objects, collaborate with developers on testing and deployment, and communicate progress to stakeholders).
• Utilizing diverse technologies, including Python, JavaScript, VBA, MYSQL, and SQL Server, to develop solutions that address operational issues.
• Continuously challenging the status quo and seeking process improvements.

The first 6-12 months of the role will require extensive focus on ticket support which forms a significant part of the training to get you started in understanding the products, tools and applications. This should ultimately allow you to lead your own projects and application releases, along with familiarizing yourself with our database structure by building and modifying SQL queries.

A Little About You

• You hold a bachelor's degree in a related field.
• You have experience working with databases (MYSQL, MSSQL, PostGres) or similar relational database sets and can execute basic queries.
• 2+ years of experience in the fund administration industry in a project management or workflow-coordination role is an asset
• You are proficient in MS Excel and have a strong interest in automation and software design.
• You have a high level of accountability, integrity, and work ethic.
• You are eager to learn, collaborate, and quickly adapt to new tasks.
• You are an innovative problem-solver with a knack for creative solutions.
• You can manage multiple tasks simultaneously and prioritize effectively in a fast-paced environment.
• You are adept at time management, data analysis, and have a keen attention to detail.
• You possess outstanding communication skills, both written and verbal and with a natural ability to lead and inspire.