Technical Support Representative - Bilingual (English/French)

CapIntel•Toronto, ON

About The Position

CapIntel is a software platform built for wealth management enterprises to help financial advisors explain complex investment strategies to their clients. Advisors at some of the biggest banks across North America are winning trust by using CapIntel to easily compare investments and create compelling, educational presentations. Ultimately, we're focused on investors getting better service, understanding their investments, and feeling at ease knowing their future is secure. Since launching in 2019, CapIntel has seen rapid adoption and industry recognition, earning top placements in Deloitte’s Technology Fast 50 Canada and Fast 500 North America in 2025, ranking us among the fastest-growing technology companies. To support this momentum, we’re growing our team rapidly—investing in people who drive innovation at scale to expand our impact across the North American wealth management industry. About the role As a bilingual Technical Support Representative, you’ll educate and support customers using our wealth and asset management platform in French and English. You’re curious and will leverage internal and external resources to help resolve customer questions.

Requirements

Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
Customer facing experience where the top priority is end-user satisfaction, in a role such as customer support, onboarding, customer success or financial advising
Proven track record in being resourceful and troubleshooting
Demonstrated ability to work cross-functionally
Working knowledge of various tools (i.e., Microsoft Office, Slack, Jira, Zendesk, and Salesforce)

Nice To Haves

Investment Funds in Canada Certification; Canadian Securities Course
Experience incorporating AI tools into customer support workflows
Finance or Business degree
Previous experience in FinTech or at a large bank as a Financial Representative or Technical Support Representative

Responsibilities

Respond to all front-line initial customer inquiries and issues through Zendesk to ensure a first response resolution
Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups for full-cycle communication
Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all products and services to effectively support new and existing customers
Record all issues and resolutions along with feedback in Jira
Perform to meet and exceed all monthly performance metrics
Assist in creating content for our help centre in both French and English
From time to time, assist in delivering group training to customers in both French and English