Junior Technical Support Representative
About The Position
FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform. Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal. We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.
Requirements
- High School graduation. Technical or payment industry training is considered an asset.
- At least 2 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus.
- Availability to work flexible shifts, typically starting at 5am PST and some statutory holidays
- Strong attention to detail, critical thinking and great judgment.
- Proactive in seeking out information, using available resources, and experimenting with different approaches to overcome challenges.
- Superb customer service skills
- Super interested in technology and how money gets from point A to Point B.
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
Nice To Haves
- Technical or payment industry training is considered an asset.
- Experience in the payment/banking industry is considered a bonus.
- A second language not necessary but is an asset
Responsibilities
- Maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature.
- Work with clients and partners to troubleshoot technical support topics including ERP, Platform and Payment related issues
- Provide prompt and professional support across all inbound communication channels (Email, chat, and phone) while ensuring that all SLAs are maintained.
- Consult technical guides, user manuals and other documents to research and implement solutions
- Create new documentation and maintain internal/external knowledge bases
- Collaborate with Tier 2 support and other technical teams to escalate & resolve complex issues and incidents
- Provide advice and training to clients in response to identified difficulties
Benefits
- Semi-annual bonus plan
- Best-in-Class Equipment: The most modern MacBook and Apple equipment.
- Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.
- Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy.
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs, and leadership series
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
