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Intermediate Technical Support Representative

FISPAN

Skills

Preferred

  • FISPAN
  • upskilling team members

Join FISPAN, a leading provider of financial technology solutions. As an Intermediate Technical Support Representative, you will be responsible for troubleshooting complex technical issues, delivering excellent client experiences, and driving process improvement. You will also have the opportunity to work on AI and automation development. Enjoy a competitive benefits package, including a 4-week vacation, health and wellness coverage, and a downtown Vancouver office.

About FISPAN

Curiosity: You possess a natural curiosity and demonstrate a strong aptitude for developing innovative, non-traditional solutions

Responsibilities

  • Demonstrate a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature.
  • Ensure that all client SLAs are met and/or exceeded, providing quality and expedient responses to clients either on call or through tickets.
  • Deliver knowledge base sessions to Tier 1 to assist in upskilling team members using real case examples, and collaborate with Product/SET/Tier 2 teams to provide insights into emerging issues.
  • Superb customer service skills

Requirements

  • Someone who is wanting to make an opportunity their own
  • A second language not necessary but is an asset
  • Proactive communication: You possess excellent communication skills, proactively escalating issues and contributing thoughtfully to collaborative team discussions
  • Experience: At least 3 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus
  • You need to have 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
  • You are super interested in technology and how money gets from point A to Point B

Benefits

  • Education: High School graduation. Technical or payment industry training is considered an asset
  • Looking for growth potential in the role and organization