Technical Support Representative

Capitolis; Vancouver; On-site; CAD 75,042 - 86,300; Full time

Benefits offered by this job

Best-in-Class Equipment

Prime Location

Flexibility

Extended health and dental benefits

Paid time off

Savings and retirement plan matching

Parenthood top-up

Mentorship programs

Job summary

Capitolis is seeking a Technical Support Specialist in Vancouver to provide high-quality support for clients using FISPAN software. In this role, you will address complex technical issues and contribute to documentation and knowledge bases.

The ideal candidate has at least 2 years of experience in a similar role and a strong interest in technology and customer service. The position offers a salary range of $52,860-$60,790 annually and benefits including health insurance and a flexible work policy.

Qualifications

• At least 2 years in technical support or customer service role.
• Experience in the payment/banking industry is a bonus.
• Interest in technology and financial processes.

Responsibilities

• Maintain understanding of FISPAN software to troubleshoot client issues.
• Provide professional support across email, chat, and phone.
• Collaborate with teams to resolve complex issues.

Skills

Customer service skills

Technical troubleshooting

Attention to detail

Critical thinking

Flexibility

Proactive problem-solving

Education

High School graduation

Job description

Our Business

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.

Key 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 elevate & resolve complex issues and incidents.
• Provide advice and training to clients in response to identified difficulties.

Qualifications

• Education: High School graduation. Technical or payment industry training is considered an asset.
• Experience: At least 2 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus.
• Flexibility: Availability to work flexible shifts, typically starting at 5am PST and some statutory holidays.
• Strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important.
• Proactive in seeking out information, using available resources, and experimenting with different approaches to overcome challenges.
• Superb customer service skills.
• Interest in technology and how money gets from point A to point B.
• A second language not necessary but is an asset.
• Desire to make an opportunity their own.
• Looking for growth potential in the role and organization.

Compensation Package

The hiring salary range for this position is $52,860-$60,790 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi‑annual bonus program, subject to program eligibility requirements.

Benefits

• 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.
• Extended health and dental benefits.
• Paid time off.
• Savings and retirement plan matching.
• Parenthood top‑up.
• Mentorship programs, and leadership series.