Technical Support Tier 1

3 weeks ago

Vancouver, Canada FISPAN Full time

**Our Business**

FISPAN is an Enterprise SaaS FinTech start-up that allows for 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 operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, 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 up to $3T, including J.P. Morgan Chase.

With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. The interview process for this position will be entirely remote.

**Key Responsibilities**
- Provide Customer Support - this should be the 1st section under key responsibilities
- Serve as the first point of contact for customers seeking technical assistance via Zendesk ticketing or phone.
- Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.
- Liaise with our banking partners to troubleshoot payment transmission issues and other transmission issues that arise..
- Identify and escalate situations requiring urgent attention.
- Support with Customer Training/Client Onboarding This should be the second section under key responsibilities
- Train and onboard new customers to the platform.
- Perform connectivity and configuration back-end testing
- Assisting in shaping the customer relationship
- Establish documentation for onboarding support and training additional customer support personnel- Manages Payment Instructions & Files: this should be the 3rd section
- Liaise with clients to repair errors in payment instructions.
- Resolve any payment exceptions.
- Track the status of transactions submitted for processing and follows up on any failures, rejections or tracing issues (or assigning such duties to others within the department);
- Service Monitoring: - this should be the 4th section
- Review transactions for suspicious or fraudulent activity and ensure they comply with the FISPAN’s compliance policy. Specifically:

- Reviewing ‘remove funds’ requests from within the system.
- Request verification from customers or customers’ financial institutions as necessary.

**What you need**
- Education: High School graduation. Technical or payment industry training is considered an asset.
- 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.
- Superb customer service skills
- You are super interested in technology and how money gets from point A to Point B.
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization

**Other requirements**:

- Ability to work in EST time zone, as needed.

**Why Work With Us?**
- Experienced team

All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.
- Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.
- Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) company-wide events and clubs to drive engagement.
- Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.
- Compensation & Vacation

FISPAN offers industry-researched and competitive pay, annual compensation reviews, options, incentive plans, and health & wellness benefits. Also, enjoy four weeks accruing vacation per annum. We believe in rewarding our driven and hardworkin

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