FinTech Support Analyst: Frontline Client Success

Intellect Design Arena Ltd; Vancouver; On-site; CAD 50,000 - 80,000; Full time

Job summary

Intellect Design Arena Ltd is seeking a Support Analyst 1 to deliver frontline support for global financial institutions via phone, email, tickets, and other channels. You will manage routine requests, triage incidents, and escalate complex cases to Level 2 or product teams, ensuring timely, high-quality service.

You will work with SaaS/cloud-based solutions, banking platforms, and Jira/ServiceNow workflows, upholding SLAs and driving customer satisfaction across diverse banking clients.

Qualifications

• Diploma or Degree in Computer Science, Business Administration, Information Technology, or a related field (or equivalent practical experience).
• Minimum 3 years of relevant customer service or technical support experience, preferably within FinTech or banking.
• Knowledge of client support methodologies, ticketing platforms (e.g., JIRA, ServiceNow), and customer communication tools in SaaS/cloud/banking.
• Ability to diagnose and analyze technical and operational issues in Intellect’s digital banking suites, with escalation as needed.
• Strong analytical, problem-solving, time management, and organizational skills.
• Excellent verbal and written communication, engaging with banking clients, tech specialists, and product teams.
• Proven customer service focus and adaptability in a fast-paced FinTech environment.

Responsibilities

• Respond to client enquiries/issues via phone, email, and case management platforms.
• Perform incident analysis: collect information, triage, diagnose routine issues, resolve or escalate to Level 2 or product engineering.
• Meet or exceed SLAs for incident and request resolution.
• Act as the voice of the client, collaborating with operations, technical, and product teams.
• Follow escalation and communication workflows for prompt resolution of client-impacting issues.
• Manage lifecycle of client service requests using tracking tools with timely updates.
• Ensure SLAs are adhered to with emphasis on quality and customer satisfaction.

Skills

Customer service

Communication skills

Analytical thinking

Time management

Problem solving

Education

Diploma or Degree in Computer Science, Business Administration, Information Technology

Tools

JIRA

ServiceNow

Job description

Intellect Design Arena Ltd is seeking a Support Analyst 1 to deliver frontline support for global financial institutions via phone, email, tickets, and other channels. You will manage routine requests, triage incidents, and escalate complex cases to Level 2 or product teams, ensuring timely, high-quality service.

You will work with SaaS/cloud-based solutions, banking platforms, and Jira/ServiceNow workflows, upholding SLAs and driving customer satisfaction across diverse banking clients.