Support Analyst

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 a global leader in enterprise-grade financial technology, delivering composable and intelligent solutions to forward-looking financial institutions across 61 countries. With three decades of domain expertise, our product suite spans Wholesale Banking, Consumer Banking, Central Banking, Wealth, Capital Markets, Treasury, Insurance and Digital Technology for Commerce. Applying First Principles Thinking and Design Thinking, we have broken down the financial services landscape into a finite set of Events, Microservices, and APIs, enabling faster, modular transformation with measurable outcomes.

Intellect is trusted by Financial Leaders Worldwide 500+ Leading Global, Regional and Challenger Financial Institutions across 57 Countries rely on Intellect.

For more information, visit

www.intellectdesign.com

www.emach.ai

www.purplefabric.ai

Job Description:

As a Support Analyst 1 at Intellect Design Arena, you will deliver world-class frontline support to our clients, responding promptly to customer interactions through multiple channels including phone, email, ticketing systems, and other digital platforms. You will ensure seamless service delivery by fulfilling routine service requests, efficiently managing assigned incidents, and upholding Intellect’s commitment to exceptional customer experience for our global financial services clientele.

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 the financial technology (FinTech) or banking domain.
• Sound knowledge of client support methodologies, ticketing platforms (e.g., JIRA, ServiceNow), and customer communication tools commonly used in SaaS, cloud, or banking solutions.
• Ability to diagnose and analyze both technical and operational issues with Intellect’s digital banking, payments, or contextual banking suites, offering effective solutions or escalation as required.
• Strong analytical, problem-solving, time management, and organizational skills.
• Excellent verbal and written communication skills, capable of engaging with banking clients, technical specialists, and Intellect product teams in global delivery contexts.
• Proven customer service focus, adaptability to rapidly changing priorities, and ability to thrive in a fast-paced, results-driven FinTech environment.

Key Responsibilities

• Respond professionally to client enquiries/issues via phone, email, and Intellect’s case management platforms.
• Perform accurate incident analysis: Collect and document required information to enable triage, diagnosing routine issues and resolving them or escalating complex cases to Level 2 or product engineering teams as per Intellect’s escalation protocols.
• Meet or exceed service level agreements (SLAs) for incident and request resolution.
• Act as the voice of the client within Intellect, collaborating with operational, technical, and product teams
• Follow escalation and communication workflows to ensure prompt and satisfactory resolution of client-impacting incidents and requests.
• Manage the lifecycle of client service requests using Intellect’s designated tracking tools- providing timely updates and clear communication to clients.
• Ensure all SLAs are strictly adhered to, with an emphasis on quality, speed, and customer satisfaction.

4. Product & Process Excellence

• Maintain updated knowledge of Intellect’s product suite (such as the Forge, DEP, LOS, and others), including feature enhancements and central hosting/application architectures.
• Provide accurate information, support, and troubleshooting for deployed solutions and services.
• Recommend process improvements to streamline client support, increase productivity, and drive continuous improvement in line with Intellect’s Digital Transformation goals.

5. Knowledge Sharing & Documentation

• Update internal knowledge bases, wikis, and standard operating procedures to reflect new solutions, client environments, and product updates.
• Contribute to a culture of learning by sharing product and troubleshooting insights with peers and stakeholders.

6. General

• Undertake additional responsibilities required for operational excellence and in alignment with Intellect’s business objectives and client commitments.

How This Role Aligns with Intellect Design Arena’s Vision

Intellect Design Arena is a global leader in next-gen financial technology, reimagining banking, insurance, and treasury operations for tomorrow’s enterprises. As a Support Analyst 1, you will play a pivotal part in driving client success by ensuring seamless support and high customer satisfaction for mission-critical digital banking platforms deployed by leading banks and FIs worldwide. This is a dynamic, visible role that contributes directly to Intellect’s reputation for customer centricity, innovation, and operational agility. At Intellect, you are not just supporting technology - you are enabling the digital transformation of banking at scale.